Have you ever lost a Can you help your parents How to

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

p11 p20 How to handle security deposit disputes with a preemptive strategy.

Have you ever lost a long-term client and wondered why?

p14 Can you help your parents by taking advantage of a tax break for rental property?

JULY 2013 ISSUE | 638 INDEPENDENCE PARKWAY, SUITE 100, CHESAPEAKE, VA 23320 USA | WWW.NARPM.ORG

Recent events like the tragedy in Boston have placed a lot of emphasis on America’s terrorist watch list, and what it really means. As a property manager, find out how this search affects you and your business. See page 7.

What is the OFAC

Watch Search and why is it important to property managers?

\TERRORISM

July 2013 Issue | Volume 24 | Number 7 | 3

IN THIS ISSUE July 2013

FEATURE ARTICLES

MONTHLY COLUMNSPresident’s Message

From the Desk of the Executive Director

Legislative Scoop

Chapter Spotlight

Technology Matters

Regional Communications

Membership Growth

Designation Classes

Ambassador Program

p5

p6

p8

p10

p12

p18

p26

p28

p30

The mission of the Nat ional Associat ion of Resident ial Proper t y Managers is to suppor t professional and ethical pract ices of rental home management through networking , educat ion, and designat ion.

OFAC Terrorism Watch Search: Why Is It Important?Elizabeth Whited, Operations Coordinator at the Rent Rite Directory, explains the importance of using America’s terrorist watch list when screening tenants.

Loss of a Long-Term Client: You Should Be a Little TickedRobert Lynde, MPM® RMP®, uses some personal experiences to reassess how he operates his business in order to never lose a long-term client again. Tax Break: Buy Your Parents Home and Rent It Back To ThemRichard Hart, EA, CAA, of Hart & Associates Tax Consulting and Preparation Services, presents a tax break option by providing a home for your parents, while taking the advantages of a rental.

Past Presidents’ ReflectionsIn this continuing series, Michael Mengden, MPM® RMP®, and Chris Hermanski, MPM® RMP®, reflect on their presidencies and the benefits they received from being NARPM® members.

Handling Security Deposit Disputes: Preemptive StrategyRussell A. Hathcock®, RMP® candidate, explains how he took steps to remedy the onslaught of phone calls from angry, former tenants when they did not receive full reimbursement of security deposits.

p7

p11

p14

p16

p20

1122JOIN US ON THE FAIRWAY AND

BE PART OF NARPM®’S HEART AT THE 2013 NATIONAL CONVENTION

14

20

4 | July 2013 Issue | Volume 24 | Number 7

Gail S. Phillips, CAEExecutive Director

[email protected]

Tiffany JonesEducation Manager

[email protected]

Cathy SpruiellMember and Chapter Support

[email protected]

Andrew SinclairGovernmental Affairs Director

[email protected]

Alice BaldwinMember Services [email protected]

Patricia HartlineCommunications, Graphic [email protected]

Carla Earnest, CMPConferences & Conventions [email protected]

Lisa NixonAdvertising Sales Rep (Print/Electronic Media)[email protected]

James Emory Tungsvik, MPM® RMP®

[email protected]

253-852-3000

Stephen Foster, MPM® RMP® CCIM®

[email protected]

210-340-1717

Andrew Propst, MPM® RMP® CPM®

[email protected]

Jayci Grana, MPM® RMP®

Past [email protected]

Leeann Ghiglione, MPM® RMP®

[email protected]

Richard Vierra, RMP®

[email protected]

Steve Schultz, RMP®

[email protected]

Deb Newell, MPM® RMP®

[email protected] / [email protected]

Bart Sturzl, MPM® RMP®

[email protected]

John R. Bradford, III, MPM® RMP®

[email protected]

Tracey Norris, MPM® RMP® Communications

[email protected]

P.J. Chapman, MPM® RMP® Member Services

[email protected]

Andrew Propst, MPM® RMP® CPM®

[email protected]

208-377-3227

COMMITTEE CHAIRS

REGIONAL VICE PRESIDENTS

OFFICERS

NARPM® NATIONAL

EDITORIAL MISSIONSince 1989, the NARPM® news magazine has been a key focal point for the organization. The Residential Resource keeps members up-to-date on association events, and provides valuable industry advice and insight. NARPM® members receive the Residential Resource as part of their membership, included in their annual dues.

The Residential Resource is published monthly, with one combined issue for October/November. Articles can be submitted by e-mail to [email protected]. Items mailed in for publication cannot be returned. Address changes may be forwarded to NARPM® National. The Communications Chair and Graphic Designer reserve the right to edit or refuse all publications for content and selection.

Copyright © 2013 National Association of Residential Property Managers. All rights reserved. Materials may not be reproduced or translated without written permission. E-mail [email protected] for reprint permission.

Statements of fact and opinion are the responsibility of the authors alone and do not imply an opinion on the part of the officers, staff or members of NARPM®. Any legal matters or advice mentioned herein should be discussed with an attorney, accountant or other professional before use in a particular state or situation. NARPM® does not endorse any advertisement in this publication. All readers are responsible for their own investigation and use of the products advertised.

The Residential Resource is designed for the members of the National Association of Residential Property Managers by Organization Management Group, Inc. in Chesapeake, Virginia. (www.managegroup.com)

NARPM® NATIONAL638 Independence Parkway, Suite 100Chesapeake, VA 23320

P: 800-782-3452F: 866-466-2776www.narpm.org

An award-winning publication, the Residential Resource has won a 2009 & 2007 APEX Award of Excellence, a 2006 Gold MarCom Creative Award, and a 2006 Communicator Award of Distinction for Print Media.

Brian Birdy, MPM® RMP®

Professional [email protected]

Heidi Hartman, RMP®

Governmental [email protected]

Jayci Grana, MPM® RMP®

[email protected]


PRESIDENT’S Message

Noun1. The action of leading a group of people or

an organization.2.The state or position of being a leader.Synonymsguidance, lead, direction, management, command

Let’s think about the definition and syn-onyms above. To be a good leader is an art that one must practice continually to perfect. The quest for leadership is accom-plished by understanding and working with your employees, co-workers, owners, and tenants. In my own personal journey, I have learned that we all have the basics to be a good leader, however, we can always strive to be better.

The key on your ring of “Keys To Excel-lence” this month is acknowledging that you have what it takes to be a leader and want to take that next step to excel and be the best. As your president, I have created an opportunity for you to advance your leader-ship skills by inviting you to attend the world renowned Ritz-Carlton leadership team’s Business Leader Development Training ses-sion. It will be held on October 16, 2013 at

our “Keys To Excellence” 25th Silver Anni-versary Convention. This is a ticketed event, so make sure to sign up now. As a member, it will cost you $101 more if you wait to register onsite.

This session will be led by Joseph Quitoni, Corporate Director of Culture Transforma-tion at The Ritz-Carlton Leadership Center. The Ritz-Carlton Leadership Center is a corporate university that has been open to the public since 1999. It was created to pro-vide opportunities for leaders and learning professionals, who are interested in bench-marking The Leadership Center’s human resources, leadership, quality, and training practices. Their exceptional performance has led to their two-time receipt of the Mal-colm Baldrige National Quality Award. This award is the highest level of national recog-nition for performance excellence that a US organization can receive.

Following his tenure in the operational division of hotels, Joe moved into Human Resources and assumed the role of Assis-tant Director of Human Resources at The Ritz- Carlton New York, Central Park. After just two years, he was promoted to Director of Human Resources at The Ritz-Carlton, Cleveland, where he was an integral compo-nent in driving employee engagement. The hotel was able to see dramatic increases in overall engagement year after year. Joe next

joined the team at The Ritz-Carlton, San Francisco, as Director of Human Resources where he created a rewarding and positive work environment for all.

Joe then joined The Ritz-Carlton Leadership Center in order to share his passion and dedi-cation for The Ritz-Carlton brand, culture and philosophy, and to engage with clients to drive sustainable Culture Transformation.

Am I shamelessly promoting this event? You bet I am. This is a great opportunity for all of us. I am personally looking forward to this, as it will give me additional tools to utilize in my daily operations as a property manager and owner. I hope to see every single one of you at this event. It will be money well spent and the return on invest-ment will be phenomenal.

It is time for me to sign off, as I need to pack for my trip to Washington, DC where I will be joined by NARPM® National Govern-mental Affairs Chair Heidi Hartman, RMP®. We are meeting with US Senators for the pro-motion of NARPM® and to bring the needs of property managers across the United States to recognition. Until next month, my best to each of you.

“The key on your ring of “Keys To Excellence” this month is acknowledging that you have what it takes to be a leader and want to take that next step to excel and be the best.”

TheKeysKeysto excellence

25years

James Emory Tungsvik, MPM® RMP®

2013 NARPM® President

NARPM®’S KEYS by President TungsvikMy shout-out this month goes to Mike

Mumford, MPM® RMP®, for acting as vendor contact for our Regional Conferences and

working with the featured affiliates for the upcoming National Convention. Mike works with Bennett Property Management, CRMC® and serves as the Phoenix Chapter Mem-

bership Coordinator. Mike joined NARPM® in 1999 and has been an active member ever since. He was recently approved as a NARPM® instructor. Thank you, Mike!


DESKExecutive DirectorFrom the

of the

Gail S. Phillips, CAE

Happy 25th Birthday, NARPM®! Where is the summer going? Now that all the Regional Conferences and the Broker/Owner Retreat are completed, I hope that you are finding time to relax and enjoy time with family and friends. This spring was busy for all NARPM® staff and leadership. It was exciting for me to meet so many of you at these events. Each event offered some-thing special in its own right.

Now we are working on nominating the future leaders of NARPM®.

NARPM® has notified all who will be on the ballot for election as the 2014 leaders. Here are your proposed leaders:• President-Elect: Andrew Propst, MPM® RMP®,

Boise, ID• Treasurer: John Bradford, MPM® RMP®, Charlotte, NC• Northwest Region Vice President: Leeann Ghiglione,

MPM® RMP®, Seattle, WA• Southwest Region Vice President: Steve Schultz,

RMP®, Tucson, AZ• Southeast Region Vice President: Elizabeth “Betsy”

Morgan, MPM® RMP®, Port Richey, FLRemaining on the Board are:• President: Stephen Foster, MPM® RMP®,

San Antonio, TX• Past President: James Emory Tungsvik, MPM® RMP®,

Kent, WA• North Central/Northeast Region Vice President: Deb

Newell, MPM® RMP®, Minneapolis, MN• Pacific Region Vice President: Richard Vierra, RMP®,

Oahu, HI• South Central Region Vice President: Bart Sturzl,

MPM® RMP®, Austin, TXThis year, the Nominating Committee received several

applications for each position, so it was rewarding to see how members aspire to be a leader of NARPM®. There are many opportunities to get involved, so if you are not sure where to start, just send me an email at executive-

This year, the Nominating Committee received several applications for each position, so it was rewarding to see how mem-bers aspire to be a leader of NARPM®.

Gail S. Phillips, CAENARPM® Executive Director

[email protected] and we can talk about where your skill will be best utilized. At the upcoming convention, there will be time set aside for committee meetings, so stop by and visit one. The members of the Board of Directors are also great resources, so if you run into one of them, feel free to discuss NARPM® and how you can get involved.

Have you registered for the NARPM® Conven-tion? The registration brochure is now online and can be found on the website at http://www.narpm.org/conferences/index.htm. These meetings will give you a great chance to meet with fellow members who are in the same position as you. There is time built in for networking and sharing of information. An outstanding optional session is scheduled for Wednesday morning with Joe Quitoni of the Ritz-Carlton Leadership Center. Learn how they handle outstanding leadership! Presi-dent James Emory Tungsvik, MPM® RMP®, has sched-uled a great President’s Celebration aboard the USS Midway (we have the entire ship). To open the conven-tion, he is bringing in The Raspyni Brothers, four-time World Juggling Champions with over 200 national televi-sion appearances and 1,000 successful corporate shows. These are just a few of the great events that will be taking place at this year’s convention. Make your hotel reservations today as this convention will sell out! See you October 16 - 18, 2013 in La Jolla, (San Diego) CA.

I will close with a special thank you to all the numerous vendors who came out and supported the Regional Conferences. The planning committees put these events together, but could not have done them so well without the outstanding support from the vendors! So a special thank you from all of us.


When choosing screening services, have you ever wondered what the OFAC Terrorist Watch/Patriot Act Database search was, and if it was really necessary to use for your company? Fed-eral legislation titled Uniting and Strengthening America by Providing Appropriate Tools Required to Intercept and Obstruct Terrorism, better known as the USA Patriot Act, was approved by Congress in October 2001. Recent events like the tragedy in Boston have placed a lot of emphasis on Amer-ica’s terrorist watch list, and what it really means.

The Office of Foreign Asset Control, or OFAC is part of the U.S. Department of Treasury’s Office of Terrorism and Financial Intelligence. It admin-isters and enforces economic and trade sanctions based on national security goals against targeted foreign countries and regimes, terrorists, par-ties engaged with weapons of mass destruction, and other threats to the national security, foreign

policy or the economy of the United States (cited from the US Department of Treasury).

So how does this search affect you and your business? In short, the list they administer and enforce tells you who you can and who you cannot do business with legally. The OFAC Search confirms whether your applicant is on the crimi-nals and terrorists watch lists collected from data-bases around the world. The list OFAC creates of the restricted parties is known as the “Specially Designated Nationals List” (SDN), and is avail-able on their website at http://www.treasury.gov/resource-center/sanctions/SDN-List/Pages/default.aspx. A recent LinkedIn poll showed that 78% of real estate professionals use the OFAC search and believe it to be an important tool, while 5% used it, but didn’t really know what it was or what

OFAC Terrorism Watch Search Why Is It Important?

they were getting, and 16% did not use it in their tenant or pre-employment screening at all or know what it was.

While the SDN list is extensive, it is important to note that you always need to perform due dili-gence with it (just as with any other report you get back with tenant or employment screening), as it can return individuals with similar names to your applicants. If you do suspect a match has been found, there are hotlines to call to verify that information, based upon from which list you received the information. The SDN list is frequently updated. There is no predetermined timetable for updates, but rather names are added or removed as necessary and appropriate. All changes for the current calendar year are cumu-latively available in a PDF file and in an ASCII version.

Most OFAC searches will return with informa-

tion regarding the applicant at the top: name, address, filing state, social security number, birth date, birth country, and a best name, followed by the databases searched. It is important that every applicant to any property, be it small or large class A-C assets, should be screened. In light of recent events, every applicant should be searched through the OFAC Terrorist Watch/Patriot Act Database.

Not only is it important to screen every tenant or employee applicant, it is also important to know and completely understand what you are receiving in your reports. You may want to check to make sure that your tenant screening company is including the OFAC SDN databases in their searches. It is also good practice to perform due-diligence before making any final conclusions.

Elizabeth Whited is the Operations Coordinator at the Rent Rite Directory. She has written educational articles for multifamily magazines and Real Estate websites to help Property Managers and Owners improve their properties, in an effort to reduce crime in their communities. The Rent Rite Directory educates Property Managers and Owners at Crime Watch Meetings, and Crime Free Association Conferences, and works closely with law enforcement nationwide. For more information, visit www.therrd.com.

If you do suspect a match has been found, there are hotlines to call to verify that information, based upon from which list you received the information.


The Governmental Affairs Committee has been working on increasing awareness and involvement amongst our members in the legislative process. It has been exciting to attend the leadership events at each of the regional conferences and hear how local chapters are working to better our industry through legislative efforts. As we hear about issues that NARPM® members are addressing, we have been updating the narpm.org website. You can find various issues under the regional Legislative Action Centers.

If you haven’t had a chance to look at the website recently, take a look—you might be surprised at what you find. Here are some of the topics across the country that NARPM® members are actively watching:• Portable Tenant Screening – A portable tenant

screening report is a single credit and background screening for a prospective tenant which is made available to multiple landlords. The intent is to save prospective tenants the cost of multiple application fees, but the concern is that what one landlord asks for in a background check may differ from that of another. Furthermore, a landlord may be required to accept a report from an unknown or unreliable company. If the applicant is providing the report, then there are additional authenticity concerns.

• Sealing Unlawful Detainer/Eviction Records – Sev-eral states have considered sealing the court records in cases of unlawful detainer until an eviction occurs. Sealing records would protect tenants in cases where a landlord may have been targeting them, but it removes information from what is traditionally public record and prevents landlords from considering pat-terns of behavior and levels of risk when screening tenants.

• Keeping Keys Safe – In an effort to protect tenants from attacks by employees of landlords or property managers, because said employees can use keys to garner unauthorized access to a unit, added require-ments and liability are being placed on the landlord and property manager to secure keys.

• Representation by Landlords on State Building Code Councils – The building code puts several requirements on residential properties and often more on rental properties. Changes can cost hun-dreds or thousands of dollars per unit, yet often land-lords and property managers are completely left off

the boards and councils that review these policies.• Retaliatory Evictions – Many states have laws to

protect tenants from termination and help them retain possession of the property as long as they remain current on rent and other obligations. Recently, some states have considered extending the provisions of such laws, even to the point of not requiring the tenant to be current on rent.

• Handling Abandoned Property – Different states and localities have different requirements for the handling of property left on a premises by a vacated tenant. Most states want to afford the tenant a certain amount of protection for the property and give the tenant a chance to claim such property. However, the more requirements to that effect which exist, the more difficult it can be for a landlord to find a new tenant. The expense to the landlord will be greater to store and eventually dispose of such property.

• Source of Income – Tenant advocates have been arguing for source of income protections which would treat income as a protected class and prevent discrimination. Source of income includes housing vouchers (Section 8), Social Security, and Unemploy-ment Benefits, among others. Landlords would no longer be able to set their own policies on whether to accept such applicants or put any additional require-ments on their tenancy.

• License Requirements for Managing HOAs – Licensing laws differ from state to state with different statutes setting out what constitutes licensed activity. Management of homeowners and other community associations is an area that is gaining more and more consideration for regulation as it relates to the prac-tice of real estate and property management.

• Rent Control – Many jurisdictions have rent control provisions to prevent the escalation of rent beyond certain parameters in order to maintain affordable housing and allow tenants to stay in their units. How-ever, such provisions prevent landlords from earning a true market rate and limit their ability to earn income from their property.

• Early Lease Termination – Several states have con-sidered amendments to their landlord/tenant laws which would carve out exceptions for early lease

LEGISLATIVE Scoop

We Can’t Do It Without You!

KEEPING OUR MEMBERS CURRENT ON THE NEWEST INDUSTRY L AWS AND POLICIES NATIONWIDE

Heidi Hartman, RMP®, is the Designated Broker/Owner of Details Property Management in Silverdale, WA which she opened in 2005. She started in the real estate industry after gradu-ating from the University of Washington in 1992 and also owns her own rental properties. She is the Leg-islative Chair for the Kitsap County and Washington State Chapters of NARPM®. She is also the 2013 NARPM® Governmental Affairs Chair. In addition to the craziness of property management, she has three children, a husband in real estate sales, rides off-road motorcycles and enjoys playing softball and the elec-tric bass guitar.

It is wonderful that we have our NARPM® partners to share what has worked and what hasn’t when trying to promote or defeat items that directly impact our businesses and our clients. Continued on page 21 “Can’t Do”


Products that Perform

Color Services

Competitive Pricing

Factory Tinting

Quality & Value Important to the Pro

Free Job-Site Delivery

National Reach

Dedicated Pro Reps

BehrPro is committed to fulfilling the needs of professionals just like you by offering quality products and services you rely on. We’ll even help you stay informed on the latest industry news. Sign up for a subscription of a brand new magazine created just for the professional, compliments of BehrPro. Just call 877-776-3961

or visit behrpro.com/prtrr

facebook.com/behrprotwitter.com/behrpro

(Where available)

Property ManagerRemodeler Painting Contractor General Contractor

For every professional, for every need, BehrProSM is on the job.

BehrPro _Full_RR


CHAPTER SpotlightSHEDDING SOME LIGHT ON THE E XCELLENT NARPM® CHAPTERS ACROSS THE UNITED STATES

Corinne Luna, is the Owner and Designated Broker of Texas Realty & Management LLC and the Houston Area Chapter President-Elect 2014. Corinne and husband, John B Luna Jr., live in Missouri City, a suburb of Houston. They have three daughters and two grand girls. Corinne studied at Houston Baptist University where she earned a Masters of Business Administration. She also holds a Bachelors of Science in Psychology from the University of Houston Central Campus. She is an active mentor and volunteer for the Fort Bend Indepen-dent School District. Her professional accomplish-ments include being the author of “So You Wanna Buy A House! Secrets for Successful House Hunting,” a founding member of the Unclaimed Property Holders Liaison Council (UPHLC) now UPPO, Unclaimed Property Professional Organization, Regional Vice President South West States UPHLC and guest speaker to SEC on behalf of UPHLC, on the pilot team to Modify Texas Unclaimed Property Reporting Systems and Procedures for Holders of Unclaimed Property. She has been a member of NARPM® since 2012.

Houston, TXHouston is a metroplex of diverse communities and

cultures. Home to the Texas Medical Center and known to many as the Energy Corridor of the world, the City of Houston is big business, and a financial and techno-logical mega-center. Houston is a hotspot for job seekers, making it a housing playground. Our residential high-rises, single-family homes, and apartment complexes are some of the hottest and most sought after real estate in the country. For that matter, Houston is the dream city of any residential or commercial property manager.

In May 2011, a press release went out announcing the formation of the Houston Area Chapter of NARPM®. Residential property managers from all parts of the Houston area came together under the leadership of then President Jay Raman, Vice President Kim Beggs, Co-Secretaries Leslie Guevara and Eddie Mullins, Edu-cation Coordinator Sue Mullins, Legislative Chair Mike Mengden, MPM® RMP®, and New Member Chair Jonathan Coleman. Under this insightful and dedicated leadership, the Houston Area Chapter began to grow and prosper with a focus on an extension of National’s networking, education, and designation. Now boasting 47 members and growing, the Houston Area Chapter is continuing what those leaders started. Future plans include involving the Chapter in city-wide community volunteer activities.

As our founders discovered, leading an organization of this caliber comes with pitfalls and challenges. Mr. Rekey was instrumental in assisting the leadership in its mar-keting efforts to help the Chapter meet some of those challenges and maintain a position of strength in the city. A new board, appointed by South Central Regional Vice President Bart Sturzl, MPM® RMP®, was put in place in June 2012. This new leadership, under the guidance of President Rob Ferrier, Secretary Leticia Matticks, Trea-surer Eddie Mullins, Past President Jay Raman, Educa-tion/Ethics Chair Judy Walker, Legislative Chair Mike Mengden, MPM® RMP®, Programs Chair Trish Ferrier, and myself, the 2014 President-Elect has accomplished much in the last year. The new board brought with it stability and ease in transition. The venue was changed to centralize the meetings as Houston is the fourth largest city in the nation and we wanted to be accessible to property managers from every corner of the city. We have kept the meetings consistent, while working hard to build and keep our membership strong. We continue to build vendor alliances, bringing much needed quality to our daily work processes. This group has made significant strides in forming a residential property management

presence under the local REALTOR® Association, which is one of the largest in the nation. We have been able to ratify new bylaws, reconcile bank accounts, update franchise tax reports and satisfy IRS filing requirements, without which the Houston Area Chapter tax exempt status would have been automatically revoked this year. Even with all the transition, we were able to meet National’s Chapter Compliance deadlines and keep the meetings flowing and full of information.

The Houston Area Chapter is not only an avenue for networking, vendor partnerships and internal educa-tion, but is in the process of calling all members of the Chapter to volunteer and become hands-on, working members for community outreach and education. We need every member’s input to reach these goals. We have to remember that educated, ethical property man-agers help to keep neighborhoods safe and compliant with local, city, state, and federal laws and ordinances. We don’t just manage a home or an apartment, but we are committed and instrumental in keeping owners of these properties abreast of issues which keep their tenants, and thus, whole communities living in places that are habitable, safe and compliant. In this way, we are extensions of the efforts of our City and area Home Owner Associations, whether voluntary or manda-tory. Our future goals include striving to make our local chapter the voice of the residential property manager in the Houston Area, bringing a level of professionalism, education and ethical practices in the industry to a new high. I am as excited as ever about what our Houston Area Chapter has to offer the residential property man-agement community in the Houston area.

How did I come to NARPM®? I was invited by Krissy Jordan of Mr. Rekey, our very effective Chapter Member-ship Chair. I was determined to attend the January 2012 meeting. I had never heard of NARPM®, but I was very interested and eager to learn more about the property management business. I was SOLD! Sold on educa-tion, sold on the camaraderie, sold on a group that was interested in not only their business, but on helping the businesses of their competitors grow and succeed. I was sold on the idea that I could possibly make this “late in life career choice” grow and succeed the right way. I joined in February 2012 and agreed to help Krissy with updating the membership lists so that I could begin to give back to the organization that had already given me so much. I attended the Regional Conference in San Antonio in May and then in June, I responded to a call to be a part of a Board that needed a boost and stability to continue the mission it started.


For many years, I could say that I had never lost a property management account. I cannot say that any more and I’m OK with that. It does not mean that I’m not a little ticked. After all, I have taken good, no great, care of this client’s property and have always gotten it rented quickly. I worked with him during his phases of “let’s rehab the whole place” to “don’t spend any money.” As a matter of fact, he came and asked me to manage his prop-erty for him and I’ve done so for almost 10 years! I listened to him about this and that. I was there when he had time for his investment and when he did not. I even told him not to buy another prop-erty that didn’t meet my or his investment criteria, costing me thousands in commission even though he “really liked it.” I’m OK with that.

Yet, I am ticked, not a little, but a lot about losing a property. You should be, too. I will always remember the look on my daughter Rachel’s

face when she was pulled from a volleyball game after making a mistake. Talk about being ticked off! As I told my daughter many times when she started playing competitive volleyball, it’s OK to be upset when you don’t play well or lose. It shows you care. I explained to the best of my ability, that if she just walked away and shrugged her shoulders with an “oh well” attitude, then she would not strive to do better as an individual or as a team member. Rachel cared deeply about how she played to the point of tears. Over the years, the tears have turned into a drive to suc-ceed with self-reflection on how she can improve on her mistakes and those of her team members. The question now becomes, “how will you and I respond when we get ticked off because we have lost a client?”

I believe we need to care about our property management business the same way Rachel cares

Loss of a Long-Term Client You Should Be a Little Ticked

about her play. When you lose a client, you should care and you should be ticked. Not that it’s always a bad thing to lose a client, and honestly, I lost my first client a number of years ago. I was actu-ally glad to see that one go, but even then, I was a little ticked. This one was different and I was really ticked at first. The lessons I tried to teach Rachel through volleyball have come full circle. I now find myself applying how she handles disappointment with her play or that of her team to my business.

What did I do that caused a long-term client to switch property managers? What can I do to insure that those mistakes don’t take place again? Are there steps we can take in the office to provide better service? Losing a client is an invitation to examine your play and make sure your play book is up to date. Haven’t changed your office policy in years? How about your website? Still taking on any property that comes your way? Or are you

now at a point that you should be growing with purpose, not just numbers? Has your business unintentionally taken a direction that needs to be addressed or refocused? There are times when you may be able to say that what you are doing as a business is right, your customer service is good, your procedures are solid, and your business direction is right on track. But the only way you will know that is if you take a look at what and how you are running your business. The best time to do that is when you’re a little ticked and driven to find out why you have lost a client.

By just showing up and handling the daily rou-tine, we can play the game, but will we ultimately win? I believe it’s better to be a little ticked, examine what you are doing, change the play book, and strive to be better and do better. Yes, I lost a long-term client and I’m OK with that because my business is better for it.

Robert Lynde, MPM® RMP®, has owned and operated MileStone Real Estate Services with his wife Renee since 2007, the same year their daughter Rachel started playing club vol-leyball. Both Milestone RES and Rachel grew and learned on the court. Robert attri-butes many of his successes to fellow NARPM® members across the country, while Rachel was lucky enough to have the same type of mentorship from players throughout her club playing days. Rachel will be playing volleyball this fall at MSOE, as Robert continues to fine tune MileStone Real Estate Services.

What did I do that caused a long-term client to switch property managers? What can I do to insure that those

mistakes don’t take place again?


TECHNOLOGY MattersSHEDDING SOME LIGHT ON THE MANY MYSTERIES OF OUR FAST-PACED HIGH-TECH WORLD

Cracking Your Password

It seems each day that passes brings yet another news story of a major website that has been hacked with its users’ identities or credit card information compromised. Not only could this security breach damage the hacked company’s reputation, but it also has the potential to be an enormous financial calamity for the company. Read on to learn how to better protect yourself from the damage inflicted by internet hackers.

WHAT MAKES A SECURE PASSWORD?Regularly Change your Password

It is debatable whether regular changes to your passwords make you more secure. Some analysts believe that requiring users to change their passwords on a regular basis may lead users to create passwords that are less secure. Nevertheless, if your password has been compromised, changing passwords on a regular basis limits the timeframe of the potential damage.

Others believe the best approach is to change passwords multiple times per year in order to stay ahead of potential hackers. Many advise, and many companies require, a password change every 90 days. The easiest way to remember to keep to this schedule is to change your password with the changing of the seasons.

Use a mix of characters, none of which are a key-board pattern.

One way you can help to remember various pass-words is by using unique phrases that are familiar to you and substituting numbers and symbols within the phrase. Take the phrase “Go Team Blue.” It could be written as several different variations for use as a password, including but not limited to:• GoTeam (four seconds)• TeamBlue (three hours)• GoTeamBlue (one year)• G0Team31ue (six years)• g0T3@mBlu3 (58 years)• Go+T3@m+Blu3 (344,139 years)

The trick is to ensure you remember not only the phrase but also the portions that were replaced and

with what they were replaced. Each of the sample passwords in the first column is followed by an esti-mate of the amount of time it would take a desktop PC (not a supercomputer) to crack the password. These estimates, (as well as others referenced in this article) were obtained from the website HowSecu-reIsMyPassword.net which can be used to check your favorite passwords. Another helpful tool, www.passwordmeter.com, will point out the strengths and weaknesses of a specific password.

Any combination of upper and lower case letters, along with numbers and symbols, can combine to make a strong password provided that they are over a minimum of eight characters and are not a keyboard pattern. Keyboard patterns are commonly known repetitions such as 12345, ASDF or qwerty. Many of these can be found in password dictionaries easily accessible online.

Longer Passwords are betterComputer hackers work using a database of the

most commonly used passwords (e.g. password). When they resort to using algorithms to crack a pass-word, they start with the smaller combinations and work up to larger ones. The longer the password, the more difficult and time-consuming it is to crack. For example, an eight character password (digits and both upper and lower case alpha characters) can be cracked in 15 hours. Increase that number to twelve characters and it takes 25,000 years.

It is only used for one account and has not been used for any account in over a year.

Do a quick mental inventory of how many accounts you have. Between various email accounts, social media sites, banking and utility accounts, most people are easily in the double digits. That doesn’t even begin to include shopping accounts, discussion forums and various other fitness and lifestyle sites you may have joined. Do you have any accounts that use the same password? If so, you are putting yourself at risk. If just one of those accounts is hacked, every other account with the same password instantly becomes vulnerable. The only way to truly ensure

Michael Mino is president and CEO of PropertyBoss Solutions, a provider of property management soft-ware. A serial entrepreneur, he has started a number of software technology firms and became a landlord in 1977 when he purchased his first rental units. Prop-ertyBoss Solutions is a NARPM® Affiliate member. For more information about Michael or PropertyBoss Solutions, visit property-boss.com or call Michael at 864.297.7661 x26.


As computers become more powerful and hence password-cracking techniques advance, more secure methods are needed.

security for each account is to have a unique pass-word for each entry point.

Creating a password that is both secure and mem-orable isn’t the easiest task to accomplish. You may be following all of the rules to keep yourself as secure as possible, including a mix of characters with one password per account and updating your password on a regular basis. With that you may be running out of ideas of what to use next, so it seems easy to use a password from two to three rounds ago. Think again. Until a password has been dormant for over a year, it shouldn’t be used again, no matter if the password was previously used on a different account than the intended, the risk is not worth the reward.

Multi-word PhrasesFor years, the idea that a random gibberish pass-

word, such as Jc+410>ghw!! (four million years), is as secure as you can get has prevailed. That train of thought is on its way to derailment. Many sites are now allowing the use of spaces within a password so a sentiment such as Maddy is Crabby (46 billion years) would be much more secure, and much easier to remember. Use uncommon words within your phrases to make them even harder to crack.

PASSWORD MANAGEMENTYour password may be completely secure with no

ability for guesswork but that does not help if you can’t remember it. Writing down passwords defeats the purpose of all of the security you are working to put in place.

If you have difficulty in remembering your pass-words, consider the use of a password manager. The simplest variety of this tool is built in to most web browsers. The problem is that most browsers (Chrome and Internet Explorer) store your passwords in an unencrypted format on your computer. Firefox allows you to encrypt your saved passwords with a single “master” password but lacks advanced features of dedicated password managers.

LastPass, a popular cloud-based password man-ager, automatically saves your log-ins and passwords for each site you visit. There is a free version as well as a premium version – and the download is available for Windows, Mac, and Linux. KeePass is a popular desktop application for managing your passwords. This open-source product includes browser exten-sions and a mobile app.

Always use a password for your computer and mobile devices (tablet and smartphone). This will help keep the contents from prying eyes, particularly the stored unencrypted passwords (remember the web browsers we just talked about).

SECURITY CHALLENGE QUESTIONS When creating your password, you are often asked

security challenge questions to provide a mechanism for resetting you password if you forget it. Don’t let your guard down now. Avoid the use of familiar answers. For example, don’t use any information that is well known or easily accessible (e.g. your social media profiles) such as your birthday, spouse’s first name, mother’s maiden name, your auto license plate, or city where you live.

A number of accounts were compromised by a hacker using information publicly available online to respond to security questions allowing them to reset the password and therefore gain access.

CONCLUSIONSAs computers become more powerful and hence

password-cracking techniques advance, more secure methods are needed. A recent study from Carnegie Mellon University challenges the safety of long gram-matical phrases, warning that cracking programs are now matching long sentence-like passwords. They suggest that bad grammar may be more advisable. I feel my high school English teacher shuddering as I write this.

The challenge is balancing security with conve-nience. Multi-factor authentication improves security, but is less convenient. The latest release of Windows incorporates the use of picture passwords in which the user may use any combination of three motions anywhere within their selected image.

In summary, here are the tips we discussed:• Password length is far more important that its

complexity• Avoid using common dictionary words• Include special characters if the application per-

mits• Create a different password for each website• Don’t reuse passwords within one year• Change your passwords frequently

Remember that it is not a question of if your account will be compromised, but when. Use these techniques to put that event off for as long as possible.

Scan this code with your smartphone to access additional resources.


Do you have parents who live in a home that has appreciated in value (This is like an endan-gered species, but it really does exist!), but they no longer benefit from home ownership tax breaks during their retirement years? Perhaps the mortgage is paid off or the payments repre-sent mostly principal at this point and thus they do not have a mortgage interest write off. Or are they are in a low tax bracket during retire-ment and don’t need the benefits of the mort-gage interest deduction? Most retirees take the standard deduction rather than itemize on their returns.

A sale/leaseback option may be the route you should consider. Why? It could be a win/

win situation for you both. If you purchase your parents’ house, they gain instant access to the equity (without the hassle of moving) and you would pick up some generous new tax deduc-tions.

Why should your parents opt into this? First, it puts cash in their pockets without having to refinance or dip into a home equity line of credit. Second, it allows them to put their money into safer investments than the real estate market. To avoid gift tax implications, make sure you pay a fair price for the home. It is important to support the purchase price with a qualified independent appraisal.

When the purchase transfer is complete, the next step would be to enter into a lease at fair rental value.

Courts have said that landlords can reduce their fair market rent by 20% when renting to

relatives. The lower rent takes into consider-ation that your relatives will take better care of the maintenance of the property than an out-side tenant and thus reduce management costs. (L.A. Bindseil, TC Memo 1983-411)

Be careful not to set the rent too low or the IRS will argue that the home is really for your personal use and will treat the property as a vacation home for tax purposes. Tax deductions for vacation homes are more complex and you can’t write off rental-related expenses.

Once you own the property, you are entitled to take the benefits of owning rental property. You can write off all operating expenses such as utilities, maintenance, insurance, repairs, and

property tax, as well as the buying expenses and improvements to the property. You can also claim depreciation deductions for the home. The operating costs will be used to offset the rental income from your parents. Add the depreciation into the mix and you should gen-erate a book loss for tax purposes, which can be used to offset other passive income activities. (Keep in mind that you can take up to $25,000 in loss against your ordinary income if your adjusted gross income is under $100,000. After that, the amount of loss you can take during the tax year will phase out between $100,000-$150,000. The suspended loss will carry for-ward until you can use it against other passive income or until you sell the property.)

Of consideration also, is the relationship that you have with your parents. The better it is, the better this arrangement may be for all.

Tax Break: Buy Your Parents HomeRent It Back to Them

Be careful not to set the rent too low or the IRS will argue that the home is really for your personal use and will treat

the property as a vacation home for tax purposes.

Richard Hart, EA, CAA, earned a degree in accounting and has since acquired experience putting his knowledge to work in the construction, manufac-turing, service, restaurant, banking, and real estate industries for over 13 years. In 2006, Richard opened his own practice, Hart & Associates Tax Consulting and Preparation Services, to specialize in tax accounting and has earned the creden-tials of Enrolled Agent and Certified Acceptance Agent with the Internal Revenue Service. He has effectively helped hundreds of clients to successfully navigate US tax law and preserve their wealth. Hart & Associates is a NARPM® Affilitate member.


3G 4:08 PM4:08 PM

rp_pw_mi_8.75x11.25.indd 1 3/13/2013 8:40:43 AM


PAST PRESIDENTS’ ReflectionsGAINING INSIGHT INTO THE ROLE NARPM® HAS PLAYED IN THE SUCCESS OF OUR PAST PRESIDENTS

I earned a Business Management Degree from the University of Texas in 1979 and within months had my broker’s license. For eight years, I worked in real estate mapping, deed records and research, never selling or managing anything. Then I was asked to join a huge property management company that was formed during the S&L (Savings & Loan) crisis, han-dling properties tied up in court until they obtained clear title and could be sold. I was thrown in the deep end with no training at all and managed 1500 bank-owned properties. Two years later, I opened up my own investment buying company, and a year later, started managing those purchases. In 1994, I opened a second office in San Antonio and longtime friend, Scott Bolin, moved to San Antonio to run that office. We were doing OK, but all our education depended on our own staff’s experiences and listening to each new client’s horror stories about their previous bad manager.

In 1996, it all changed. That summer Scott learned about the upcoming NARPM® convention in San Antonio. We joined immediately and signed up for everything we could. I walked into the Hyatt and started up the escalator and Melissa Prandi, MPM® RMP®, awaited me at the top. She shook my hand, then hugged me, said welcome to NARPM®, and I WAS HOME. I attended everything, and networked with people like us – free therapy for a tough job. One of the best things was that I got validation that most of our procedures were sound. I volunteered for everything that first year. I guess that’s why the next summer Melissa Prandi, MPM® RMP®, and Donna Brandsey, MPM® RMP®, called and interviewed me on the telephone for a board position. The big con-cerns back then were would you show up, could you afford it (no reimbursements) and was there someone back home that could keep your office alive.

Three convention memories stand out the most. The first was Seattle in 1998 when we had no man-agement company, but for the first time had more than 400 attendees. The board literally set up a war room in some big conference room in the hotel. Everyone brought a laptop, Jean Storms, MPM® RMP®, brought a printer and a big hub, and we ran the convention from there. We didn’t go to a single

event unless we were needed on stage, and I’ll have to tell you sometime, just how crazy the offsite event was at the Space Needle. Let’s just say hundreds of attendees way up in the air, a vendor with an open bar, fire alarms, and a lot of stairs were involved.

The second was the St. Louis Convention in 1999. I was the Certification Chair (now combined under the Professional Development Chair) and that was the first year we had the “gauntlet” where all the new designees walked past all the other attendees shaking everyone’s hands and hugging to Tina Turner singing “You’re Simply the Best.” I hope we never get so big that we do not do this at Convention. They deserve it.

The third was the Kansas City Convention in 2001. I was the incoming President and the convention was scheduled the for third week of September. Everyone knows what happened the second week. The board had a conference call on the 12th or 13th and we were unanimous that those bas***ds weren’t going to beat us and we would go ahead the next week. Unfortunately, the FAA (Federal Aviation Administra-tion) wouldn’t let planes fly and we had to postpone the convention until December. Lots of hugs that year.

My theme for 2002 was “Make A Difference” and I think we did. NARPM® was growing so fast and we finally had a decent management group. We needed to make sure we stayed on the right path; so much of that year was spent building a really good website, a much more encompassing Policy & Procedures Manual, a completely new Strategic Plan, and the beginnings of online learning.

I credit NARPM® with allowing me to build the company I have (thanks Bridget, Jamie, and Jenny for allowing me the time for the NARPM® board), for having some of the best friends I will ever know, and for instilling in me the desire to “Make A Difference” in all the work I now do at the state and local level to make our chosen profession better. I still tell people that one of the best values of attending a NARPM® event is the cheap therapy – for most of the year cli-ents, tenants, and agents all beat on us, but when we go to a NARPM® event we get to be with people that understand our jokes and keep us real as someone else’s story is always worse than ours – in short, “NARPM® is all about the HUGS!”

NARPM® President 2002

Michael Mengden, MPM® RMP® GRI®, is the President and Broker for Terra Residential Services, Inc., CRMC®, managing over 350 homes in Houston. Mike served on the National Board from 1997 through 2003. He served as Chair for numerous committees and was the 2002 National Presi-dent. Since 2005, Mike has been heavily involved at the Texas Association of REAL-TORS® (TAR). He serves on the TAR Property Manage-ment Committee and was the 2011 Chair. His favorite job is serving as a member of the TAR Task Force that revises all the TAR property management and leasing forms for Texas (all nine brokers serving are NARPM® members). He is a charter member of the TAR Legisla-tive Task Force reviewing potential Texas legislation that affects the property management industry. Since 2008, Mike has been a TAR Texas REALTORS® University MCE (Mandatory Continuing Education) Instructor for leasing and property man-agement courses.


PAST PRESIDENTS’ ReflectionsGAINING INSIGHT INTO THE ROLE NARPM® HAS PLAYED IN THE SUCCESS OF OUR PAST PRESIDENTS

My introduction to NARPM® began with a visit to our local Portland, Oregon area Property Manage-ment Business Owners group. The group had begun as a result of recent real estate agency state audits of accounts and offices of real estate licensees involved in property management.

Guest speaker Bob Machado, MPM® RMP®, came to Oregon in 1994 and spoke at our luncheon. I joined on the spot and accepted the invitation to the National Convention that year in New Orleans. My wife and I attended the convention and we came in knowing nothing or no one. It was a leap of faith.

We had a wonderful experience, became friends with Bob Machado, MPM® RMP®, Robert Winger, MPM® RMP®, Kit Garren, MPM® RMP®, (then the National President), Rocky Maxwell, MPM® RMP®, and Dave Holt, MPM® RMP®. Fast forward a year or

two, and I found myself volunteering to be on the Convention Committee and helping plan the Con-vention in San Antonio, as well as earning my RMP® designation in 1995 and my MPM® designation in 1997. I have attended every Convention, Mid-Year, and local chapter meeting since 1994. I applied for, and was accepted, to be on the NARPM® National Board of Directors in 1997 and served through 2004 in a variety of positions. This experience was unbe-lievable.

The most memorable year was 2003 when I had the honor to serve as National President. My theme was “Building Your Future.” That year, we had our National Convention on the Big Island of Hawaii. I created a PowerPoint presentation and traveled to as many chapters as I could (31 if my memory is cor-rect) promoting NARPM® and the Convention. The Convention was incredible and it was a memorable experience serving that year.

I have gained an indescribable amount from NARPM®. From a how to read a blueprint to how to structure my business, staffing and salary suggestions,

profit centers, and an incredible amount of deep friendships. I have developed and set-up a profitable maintenance company, and used my experience and confidence to assist in developing practical rules with the Oregon Real Estate Agency. This experience spring boarded into being asked by the Governor to serve on the Oregon Real Estate Board (currently in my second four-thanksyear term). I have also become involved in Oregon’s Apartment Association and served as their President in 2011 and on their Board since 2007.

Another rewarding aspect of my involvement in NARPM® was being involved with the Broker/Owner Retreat we have held in Las Vegas the last two years. It was incredible feeling the energy, as we took this concept from idea to fruition. The Board, our Execu-tive Director Gail Phillips, CAE, George Trombley,

MPM® RMP®, Tony Drost, MPM® RMP®, and Rose Thomas, MPM® RMP®, made it all happen. The broker/owner members of NARPM® loved the con-cept of members teaching members. We have such a great culture of sharing ideas, opinions, insights, creations, financial realities, company and staff struc-ture, strategic planning, and smaller company struc-ture to growth options. This event mirrored many of the topics discussed on the National List-Serve.

I can easily say that NARPM® changed my life. Professionally, to be the best property manage-ment company that we can be, and personally, to be involved with a career that is ethical, rewarding, interesting, and financially beneficial. The opportu-nities of service, friendships made, mentors discov-ered, and the passion to give back have made this experience one that I will always treasure.

What is incredible to me is that I am still excited to attend the next Chapter meeting, Regional Confer-ence, Broker/Owner Retreat, and National Conven-tion! The passion of NARPM® is far-reaching and all encompassing.

NARPM® President 2003

Chris Hermanski, MPM® RMP®, President and Owner of Mainlander Property Man-agement, CRMC®, has been managing residential proper-ties in and around Portland, OR since 1981. Chris has a degree in Business Manage-ment from Brigham Young University. His company’s portfolio consists of a majority of single-family homes, lofts, condominiums, duplexes, and some commercial. As both an owner/investor and fee manager, Chris also holds an Oregon Brokers License, and is a founding member of the Greater Portland Chapter of NARPM®. He served as its president in 1997 and again from 2005 to 2008. In addi-tion to his local leadership, Chris was National President of NARPM® in 2003 and served on the national board from 1998 to 2004. Chris is also a nationally qualified speaker for NARPM® and teaches various property management topics. Chris serves on the Oregon Real Estate Agency Board, by appointment of the Governor of Oregon. He also serves as an advisor to the Oregon State Real Estate Agency regarding property management rules and legislation. Chris served on the Multifamily NW (Portland Apartment Association) Board as its President in 2011. He is currently serving as Treasurer.

The passion of NARPM® is far-reaching and all encompassing.


CONNECTING THE E XPANDING NARPM® MEMBERSHIP ONE REGION AT A T IME

I am writing this article as I sit on a plane coming home from a great visit to the Central Arkansas Chapter in Little Rock. Chuck Goss, RMP®, and his members are doing very well and I am already missing my friends there. As I look out the window, I notice it is the same view as it was this morning on the way there – dark. Many times people ask me, “Wow, where do you find the time to travel? It seems like so much.” I do have to travel about once a month in the first part of the year, and then, in September and October. However, all of these travels are rewarding in their own way. I LOVE meeting the membership and getting feedback on what they enjoy about NARPM® and what they have learned through NARPM® to make themselves, their compa-nies, and thus, our industry better.

Many of my travels have been to all of the GREAT regional conferences. I attended the first conference of the year, the Pacific Southwest Regional Conference. Richard Vierra, RMP®, and Barney Christiansen, MPM® RMP®, really had a great team and put together a great event! I enjoyed the networking and I can tell you all the great things I learned at this conference. Oh wait, never mind, I can’t tell you about this one as it was in Vegas, and what happens in Vegas, stays in Vegas. The

next conference I attended was the Eastern Regional. We had a great time and I guess it would not be Nash-ville if we did not go to a place called The Honky Tonk. I also learned about meth labs in a very good workshop that was taught by a firefighter. Who knew Nashville is the meth-cooking capital? The state is so narrow and long that drug mules can reach seven other states in about a 45-minute radius, all so they can buy more Sudafed to make more meth. Sad! I also didn’t know they were cooking them in 16-ounce Coke bottles. I always thought meth was cooked in big jars in big labs. I hope I don’t ever need this info, but now I will know what a meth lab looks like when I see it. I also took great classes by Robert Locke, MPM® RMP®,

who spoke about the Biggest Mistakes New Property Managers Make, and Michelle Brassard, RMP®, whose topic was Protecting Your Company From Tenants and Owners. By attending several of the other regionals, I learned how to help make the Central Regional the best. Because that is what the central region is, right, the best! (I think my email and phone will blow up with that statement. Ha-ha.) Please understand that I like to use fun competition amongst the other RVPs as a motivation tool for us all. All the regional teams, including the Central team, have been amazing this year. Hats off to all of them for their time! The point I am making here is that regional events pack some great education and networking into one location. You should take some time and do some traveling your-self to one of these events. As it is now July, you have missed them for this year, but the National Convention is right around the corner in October!

I highly encourage all members to attend the National Convention in October. We will be in sunny San Diego. Some pilot trivia for you: Did you know that the San Diego airport is the ONLY international airport in the country with only one runway? NARPM® President James Emory Tungsvik, MPM® RPM®, has an

outstanding convention planed. We are going to have a great social event on the USS Midway. There will be a fun golf tournament to raise money for The Nice Guys and The American Cancer Society. If you have never golfed in a NARPM® tournament, then you don’t know the fun you are missing. It is a blast and you don’t have to be a good golfer to have fun. I am a bad golfer (just ask Chris Hermanski, MPM® RPM®), but I have played in all of these and have had a great time in every one of them. Come out and join me for the annual donate-your-ball-to-the-water-and-woods festival. Organizers will pair you with members who can golf and, I can assure you, you will have many laughs. We have also been raising funds at every regional for these charities,

The RVP Bulletin

REGIONAL Communications

Please understand that I like to use fun competition amongst the other RVPs as a motivation tool for us all.

Bart Sturzl, MPM® RMP®, is co-owner and broker of Bella Real Estate, Inc. Bart has BBA degrees in Management and Marketing and has been managing properties for over 17 years. Bart is married to his beau-tiful wife, Becky, and they have a 5-year-old daughter, Emily. Bart is the current South Central Regional Vice President (RVP) for NARPM® and has also served at the national level on the com-munications, professional development, mentors, and membership committees. He has served NARPM® at the local level as secretary, president-elect, president, and past president of the Austin chapter. Bart has also served at the state level on the Texas Associa-tion of REALTORS® Property Management Committee and at the local level on the Austin Board of REALTORS® Property Management Com-mittee.


Northwest: Leeann Ghiglione, MPM® RMP®

Alaska, Washington, Oregon, Idaho, Montana, Wyoming.

Pacific: Richard Vierra, RMP®

California, Nevada, Hawaii.

Southwest: Steve Schultz, RMP®

Utah, Arizona, Colorado, New Mexico.

North Central: Deb Newell, MPM® RMP®

North Dakota, South Dakota, Nebraska, Minnesota, Iowa, Wisconsin, Illinois, Michigan, Indiana.

Northeast: Deb Newell, MPM® RMP®

Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, Pennsylvania, New Jersey, Delaware, Maryland, Washington DC, Ohio, West Virginia.

South Central: Bart Sturzl, MPM® RMP®

Kansas, Oklahoma, Texas, Missouri, Arkansas, Louisiana.

Southeast: John R. Bradford, III, MPM® RMP®

Virginia, North Carolina, South Carolina, Georgia, Florida, Kentucky, Tennessee, Alabama, Mississippi. 2013

so if you have not had the chance to give, please do so. The Past President sponsors (Raymond Scarabosio, MPM® RMP®; Andrea Caldwell, MPM® RMP®; and Melissa Prandi, MPM® RMP®) have set a goal of raising $100,000. Let’s all help them accomplish this and show how appreciative we are of our good for-tune in our industry. There truly is no greater reward in life than that of being able to give and help others.

The rest of my year will be dedicated to visiting chapters and attending strategic planning in the fall. As NARPM® continues to grow, so does the work it takes to ensure this organization is running in the right direction. We need to make sure our organization is viable and relevant. As leaders, we need to ensure our membership is getting what they need from this organization. There is a lot that goes on besides net-working and golf. There are membership discount programs, education, new designations, chapter cre-ation, chapter compliance, awards, budgets, assets, expenses, and training of the incoming future board members. You would be amazed at all the back-office items that are taken care of on a daily basis that we all sometimes take for granted. So, the next time you see Gail Phillips, CAE, and her crew at OMG (Organiza-tion Management Group), give them a big thank you for a job well done.

The South Central Region of NARPM® is doing great. All chapters continue to grow and I am keeping a hopeful eye on Tulsa and St. Louis for future chap-ters. If you are in the region and have other members in your city and would like to form a new chapter, please contact me and let’s see if it is viable. I look forward to seeing everyone in San Diego. I hope you will see a chapter in the South Central Region, once again, take home the Chapter of the Year Award.

Onsite or In the Cloud. It’s Your Choice.

PropertyBoss Solutions offers more ability to choose. Whether you prefer a stand-alone, networked or web-based

deployment option we have the solution for you.

Your Property Management Solution of Choice. 800.562.0661 • [email protected] • www.propertyboss.com

PropertyBoss provides us the best of both worlds; the security of a self-hosted, on premise, solution combined with

the remote accessibility that comes with the cloud.- Jenny Allyn

Treasurer & CFO, Around the Clock, Inc. Home of James Emory Tungsvik, RMP® MPM®,

2013 NARPM® President


As a property manager, there is a particular time of month that is dreaded above all others. In Arizona, the law requires that security deposits be refunded to ten-ants no more than 14 business days from the date keys are returned. This means that, like clockwork, after the 14th business day of any given month, plus a day or two for mail delivery, I could count on a phone call from an upset (former) tenant stating that they were cheated out of money on their security deposit assess-ment. As was often the case in these situations, ten-ants often claimed that they “left the property cleaner than when they moved in” or “some item was already broken before they moved in.” In some instances, they would be so upset that they continued fighting relent-lessly, to the point of pursuing legal action against our company and the homeowner. During such times, stress was insurmountable, which left me begging the question, “Is this job even worth it for me? Maybe I should just pay them off myself so that they will just go away.” As I’ve become more involved with NARPM® and developed friendships with other brokers, I’ve realized that this is an all too common situation shared amongst all property managers and management com-panies. That first dreaded tenant security deposit com-plaint left me speechless and powerless by the sheer onslaught of anger from a tenant who was counting on a full refund of his deposit in order to finalize plans for a job transfer and alternate housing. The afore-mentioned tenant attacked with such primal vigor as to evoke the image of a hungry lion whose meal was stolen away from them.

This is never a good situation, no matter how right you feel you are. It causes a lot of stress and can waste your time. Impassioned tenants can burst into your office, speaking loudly, and disrupting business with other staff, clients, and tenants. They can contact new tenants, spreading rumors about how your company intentionally steals from tenants. They can try to begin a class-action lawsuit, write horrific reviews online, or complain to the Better Business Bureau, leading to more wasted time defending your reputation. If a lawsuit ensues, it costs you and/or your client a lot of money in legal fees. On occasion, we’ve lost clients who, under pressure, somehow agree with the tenant, and now find everything is your fault. The situations

I’ve described are derived from actual experiences and the names and identities have been removed for pri-vacy purposes. The list goes on.

Needless to say, avoiding these situations altogether is the best way of going about your business. Don’t get me wrong, you shouldn’t give in, but if a tenant needs to be charged for overall cleaning, carpet cleaning, or repairs, by all means, do it. However, there are some things that my company began to do in order to pre-empt these situations from ever happening.

First, I realized that many tenants were often sin-cere and truly believed that they were cheated and do not owe any money. I tried putting myself in their shoes, thinking, “If I lived in a home two or more years and had seen the home in its worst condition after birthdays, holiday events, or Super Bowl Sundays and cleaned up after myself and family enough times, would I truly remember the state the home was in before me?” Probably not. Though our lease agree-ment clearly stipulates that the tenant leave the home clean and in good repair after they move, I also found that many didn’t know the level of expectation of what a “clean home” meant to our company. So, I devised a letter that included a checklist, detailing everything that would be checked during the move out inspec-tion. Dusty ceiling fans… check, dirty base boards… check, carpets professionally cleaned… check. I even provided names and phone numbers of our preferred vendors so that, in the event they needed to have something fixed, they could call themselves and make the arrangements before the inspection. I made it our goal to have the tenant in charge of making the home as turnkey as possible; all the while holding their deposit in case they didn’t. After the introduction of this letter, I noticed several benefits: (1) move out inspections went smoother and some tenants were proud that they accomplished the tasks on “the list,” (2) it took less employee time to hire vendors to get the property move in ready, (3) since many homes were move in ready, our turnaround time improved – we were able to start moving new tenants in faster, and last, but certainly not least, (4) those angry phone calls were all but eliminated. For the remaining few that did call to complain, we could confidently say “I’m sorry, but we went above and beyond to let you know what

Handling Security Deposit Disputes Preemptive Strategy

Russell A. Hathcock is an RMP® candidate and Desig-nated Broker of East Valley Property Management, LLC in Mesa, AZ. He began his management career in 2004 and became Broker of their 25-year old family-owned company in 2009. He is excited about NARPM® and is becoming involved in his local chapter. He also obtained a business admin-istration and marketing degree from the University of Phoenix in 2007.

In some instances, they would be so upset that they continued fighting relentlessly, to the point of pursuing legal action against our company and the homeowner.


Continued from page 8 “Can’t Do”

2013 Designation Candidates (Since 2012 Convention)

RMP® CANDIDACYJohn Adams

Melanie AdrianChristian Amacker

Paul Arrington Jennifer Bajema

Ronda BanksTom BarronEylyn BergeMisty Berger

Matthew Borries Aaron BosshardtKaye BradfordNicole BrownMelanie Butler

Elias CamhiTerri Clair

Joanie CullityDeborah DeckardRonald DickersonCharlene DufresneJohn M. Durham

Chris DougalRich Elias

Jason EvansJennifer EvansKimberly Evans

Jackelyne FerreiraRobert J. Ferrier

Silas FrazierThad Gantt

Mike Giallanza Sherry Hallmark

Ron HerdtBryan Jenkins

Ben Kincel Joelle LarsonDandan Lee

Chris LittletonDonna Littleton

Tina LopezShon Lorg

Christina NelsonSherri Mayes

Jason McGuire Keefe McSweeney

Denny MillerMary Molina

Michele OdemsEvie Osburn

Dawn OstovichJana PickettEllen Purdy Trent Ratliff

Suzanne Rodini-SilverburgDena RodriguesJohn RudulphLisa Saunders Hensley Scott

Charlotte StewartCynthia Thomas

Chris TurnerJennifer WhaleyJamie WilliamsMisty Withers

Ann Yueh

MPM® CANDIDACYEric Bessett, RMP®

Duke Dodson, RMP®

Sherrie Featherly, RMP® Lyle Haas, RMP®

Kim Meredith-Hampton, RMP®

Primrose Leong-Nakamoto, RMP®

Chuck Warren, RMP®

CSS® CANDIDACYNancy Marks

Jennifer Rhoads

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

p7

p23 Are you setting goals for yourself and your business?Learn the joy in doing so.

Enhance the way you do business, and also stay safe, with free mobile apps. p14 Handing over managing the

property to the owner in a lease-only transaction.

May 2013 ISSUE | 638 INDEPENDENCE PaRKWay, SUITE 100, CHESaPEaKE, Va 23320 USa | WWW.NaRPM.ORG

The mobile world of technology is rapidly enhancing the way real estate and property management leasing

professionals do business, and also sTay safe. see page 7.

turning your smart phone into a personal safet

y dev

ice

DID YOU KNOW?

You can earn 15 points toward your designation by submitting and having your article published

in Residential Resource. Please direct article questions or submission to [email protected]

CRMC® CANDIDATES3 Options Realty, LLC, Daniel Wilhelm, MPM® RMP®

Austin Real Pros, Bill Evans, MPM® RMP®

Hampton & Hampton Management & Leasing, Kim Meredith-Hampton, RMP® Portola Property Management, Inc., Kathleen Richards, MPM® RMP®

was expected” and even those phone calls got easier.Second, we realized we can never fully alleviate all complaint calls.

There will always be a certain number of people who don’t read, don’t pay attention, or forgot, and somehow still want to complain. We took things one step further and mandated that all complaints be submitted in writing. Calls or in-person visits will not be accepted. There are some added benefits to this, too: (1) many didn’t take the time to write a complaint and simply went away, (2) if they did submit a written complaint their emotions simmered down signifi-cantly after the passing of time while they waited for our written response, (3) if a lawsuit is inevitable, you now have written docu-mentation of the exchanges, and (4) it eliminates those frustrating phone calls since it’s a whole lot easier to write back and forth. You don’t get caught up in the emotion of the moment and inadvertently say something that you later regret or that will come back to bite you.

Finally, I like the old adage, “work smarter, not harder.” I’ll never forget a phone call to a client where I told him that we “won” the lawsuit, knowing that he just spent over $1,000 defending a $400 lawsuit concerning a security deposit dispute. If a tenant won’t back down or go away and it appears that a lawsuit is imminent, realize that some tenants are fighting you on principle. Some honestly believe that they are fighting “the man” for oppressing them and see you as some evil corporation becoming wealthy on the backs of the poor. The irony in our case is, we don’t mark up invoices or make any money on maintenance and outsource all work to third party vendors, and thus, have no incentive to charge them for unneces-sary things. I have a friend who is an attorney who once told me that people who fight on principle make him the most money. Don’t fall into this trap. Take the high road and try to settle for half of what they are claiming. If you weigh the cost in manpower dealing with the problem, the stress, your reputation, and the fact that you and/or your client can spend far more in legal fees than the amount the tenant is claiming in damages, it becomes a no brainer. As a last resort, negotiate a payoff and move on. When complaints escalate to this point, a few hundred dollars can go a long way. I found that usually the tenant doesn’t want to go through the trouble of the legal system anyway and is more than willing to walk away for a partial amount, which in the end, makes your life much easier.

termination. Some reasons include victims of domestic violence, mili-tary relocations, long term disability, or elder care. In many cases, lease termination may be appropriate, but it is important not to allow such provisions to be written too broadly or abused.

As we hear from different regions, it is interesting to see how we are dealing with similar issues. It is wonderful that we have our NARPM® partners to share what has worked and what hasn’t when trying to promote or defeat items that directly impact our businesses and our clients.

As you look at the Action Center on the narpm.org website, we are asking for your help. We know there are other issues that are being addressed. The Govern-mental Affairs Committee is asking each chapter to please make sure updates are submitted so we can include them on the website (email [email protected]). We all benefit from the great resource of our NARPM® members who are actively involved in legislative efforts. Not only does it continue to show how NARPM® is the professional leader in our industry, but it helps each of us be the professional leader that our clients need.


Three California Past Presidents,

Raymond Scarabosio, MPM® RMP®,

(1999-2000); Melissa Prandi MPM® RMP®,

(2000-2001); and Andrea Caldwell, MPM®

RMP®, (2004) are in the midst of planning

a spectacular event for all of NARPM® to

attend. The Annual Past Presidents' Charity

Golf Tournament is scheduled for October

15, 2013 at the Twin Oaks Golf Club in the

San Diego area.

As the Regional Conferences have drawn to an end, we have discovered how deeply personal the heart of NARPM® really is, as evidenced by the generous giving and support the Past Presi-dent’s Charity Golf Tournament has received. As Chairs of the event, Raymond Scarabosio, MPM® RMP®, Melissa Prandi, MPM® RMP®, and Andrea Caldwell, MPM® RMP®, have met with many of

you and had the distinct pleasure of seeing this grand occasion continually build with excitement. Tuesday, October 15, 2013 at the Twin Oaks Golf Club of Rancho Murrieta (in the San Diego locale) is the site and date. Golfers of every skill level will be present and matched with others of opposite skill. Non-golfers are welcome to party at the Club during “Tunes on the Terrace,” to enjoy food, gen-erous libations, games, raffles, and music.

This 25th Anniversary Charity Golf Tourna-ment is promising to be “The Place” to have a great time, while supporting The American Cancer Society and The Nice Guys of San Diego. The fundraising goal this year is one hundred thousand dollars, which is worthy of this special date and time, as well as the depth of generosity present in our membership. The golf tournament prom-ises a great round of golf with prizes and games throughout the course as well as our annual put-ting contest. Consider joining us for the frivolity of fun and the seriousness of support for two excep-tionally deserving charities.

We can feel the heartbeat of NARPM® becoming faster as the date approaches. Don’t delay in signing up as participation is limited, and we are hoping for a sell out! Even if you cannot make it to the event, consider a donation to one of the two charities listed above.

JOIN US ON THE FAIRWAY AND BE PART OF NARPM®’S HEARTTHE 2013 GOLF TOURNAMENT BENEFITS THE AMERICAN CANCER SOCIETY AND THE NICE GUYS

Andrea Caldwell, MPM® RMP®, 2004 NARPM® Past President

Melissa Prandi, MPM® RMP®, 2000-2001 NARPM® Past President

D O N ' T W A I T T O R E G I S T E R ! ☞

Raymond Scarbosio, MPM® RMP®, 1999-2000 NARPM® Past President

Y


SPO

NSO

RSH

IPS

DO

NA

TIO

NS

☐ Fr

iend

of C

hari

ties

Hel

p us

hel

p th

e Am

eric

an C

ance

r Soc

iety

and

Th

e N

ice

Guy

s w

ith a

$__

____

____

dona

tion.

The

past

pre

siden

ts o

f NAR

PM® in

vite

yo

u to

join

them

at t

heir

annu

al G

olf

Tour

nam

ent t

o be

nefit

loca

l cha

ritie

s of

thei

r cho

ice.

Thi

s ye

ar’s

eve

nt

will

take

pla

ce

on O

ctob

er 1

5,

2013

.

If yo

ur c

ompa

ny is

inte

rest

ed in

sp

onso

ring

the

tour

nam

ent,

plea

se

view

the

oppo

rtun

ities

ava

ilabl

e at

ht

tp://

ww

w.n

arpm

.org

/doc

s/co

nfer

ence

s/

2013

_con

vent

ion/

13

golfs

pons

or_r

eg.p

df

GO

LFER

S

Hel

p us

rea

ch o

ur g

oal o

f 100

gol

fers

to p

artic

ipat

e in

this

exci

ting

and

fun

even

t! D

on’t

be s

hy –

all

skill

leve

ls ar

e w

elco

me

and

enco

urag

ed a

s th

is ye

ar

man

y ho

les

will

be

play

ed w

ith ru

les

that

ben

efit

the

first

tim

e go

lfer,

not j

ust t

he p

ro! J

ust c

ome

on o

ut to

th

e gr

een

for a

gre

at ti

me

with

you

r fel

low

NA

RPM

®

mem

bers

and

sup

port

this

year

’s c

harit

ies.

NA

RP

M® 2

5T

H A

NN

UA

L C

ON

VEN

TIO

N P

AST

PR

ESID

ENT

S’ G

OLF

TO

UR

NA

MEN

TTW

IN O

AKS

GO

LF C

OU

RSE

| 14

25 N

. TW

IN O

AKS

VA

LLEY

RD

| S

AN

MA

RCO

S, C

A 9

2069

In th

e in

tere

st o

f net

wor

king

and

fello

wsh

ip, t

he to

urna

men

t dire

ctor

will

pla

ce

all p

laye

rs o

n a

team

bas

ed o

n th

eir a

bilit

y. P

leas

e no

te th

at th

e Tw

in O

aks

Gol

f C

ours

e do

es h

ave

a dr

ess

code

and

no

jean

s ar

e al

low

ed.

EV

ENT

REG

IST

RA

TIO

N

D

eadl

ine

is Se

ptem

ber 6

, 201

3

Nam

e __

____

____

____

____

____

____

____

____

____

____

____

____

____

____

___

Com

pany

___

____

____

____

____

____

____

____

____

____

____

____

____

____

___

Addr

ess

____

____

____

____

____

____

____

____

____

____

____

____

____

____

___

City

/ST/

Zip

____

____

____

____

____

____

____

____

____

____

____

____

____

____

_

Phon

e __

____

____

____

____

____

___

E-m

ail:

____

____

____

____

____

____

____

_

NO

T A

GO

LFER

? $7

5 pe

r non

-gol

fer

☐ “

Tune

s on

the

Terr

ace”

Lun

ch &

Fun

in th

e Sa

n D

iego

Sun

GO

LFER

LE

VEL

HA

ND

ICA

P

☐ A

) 0–1

0 ☐

B) 1

1–18

☐

C) 1

9–28

☐

D) 2

9+

GO

LFER

CO

ST &

PA

YM

ENT

$15

0 pe

r gol

fer

☐ C

lub

rent

als

avai

labl

e at

$40

per

per

son.

___

__ s

ets

need

ed.

☐ M

ale

-or-

☐ F

emal

e

☐ R

ight

-han

ded

-or-

☐ L

eft-

hand

ed

☐ C

heck

# _

____

____

_ en

clos

ed fo

r $__

____

___

paya

ble

to N

ARPM

®.

☐ P

leas

e ch

arge

$__

____

____

__ t

o m

y ☐

VIS

A ☐

MC

☐

AM

EX

☐ D

iscov

er.

Car

d #

___

____

____

____

____

____

____

__ E

xp. D

ate

____

____

____

____

Secu

rity

Cod

e __

____

___

Car

dhol

der _

____

____

____

____

____

____

____

Sign

atur

e __

____

____

____

____

____

____

____

____

____

____

____

____

__I a

utho

rize

NAR

PM® to

cha

rge

my

cred

it ca

rd.

Send

regi

stra

tions

to p

lay

golf

by m

ail t

o N

ARPM

®, 6

38 In

depe

nden

ce P

arkw

ay, S

uite

100

, C

hesa

peak

e, V

A 23

320;

by

fax

866-

466-

2776

; or b

y em

ail i

nfo@

narp

m.o

rg.

TH

IS Y

EA

R’S

CH

AR

ITIE

S

Thre

e C

alifo

rnia

Pa

st Pr

esid

ents

Raym

ond

Scar

abos

io

MPM

® RM

P®,

Mel

issa

Pran

di,

MPM

® R

MP®

, an

d An

drea

Cal

dwel

l, M

PM®

RMP®

, ha

ve

chos

en

two

equa

lly

wor

thy

orga

niza

tions

.

Raym

ond

and

Andr

ea h

ave

sele

cted

the

Am

eric

an C

ance

r Soc

iety

as

thei

r cha

rity.

The

Amer

ican

Can

cer

Soci

ety,

one

of t

he o

ldes

t an

d w

ell k

now

n ch

ariti

es fo

r th

is ca

use,

is in

th

e fo

refro

nt o

f th

e fig

ht a

gain

st th

is sc

ourg

e of

a d

iseas

e th

reat

enin

g ou

r po

pula

tion.

As

canc

er h

as t

ouch

ed t

he l

ives

of

Raym

ond,

An

drea

and

Mel

issa,

the

choi

ce o

f thi

s cha

rity

was

an

easy

one

. M

eliss

a ha

s se

lect

ed a

s he

r ch

arity

, Th

e N

ice

Guy

s, w

ho h

ave

been

a p

art o

f the

San

D

iego

com

mun

ity s

ince

197

9, h

elpi

ng l

ocal

fa

mili

es a

nd in

divi

dual

s who

, thr

ough

no

faul

t of

thei

r ow

n, h

ave

falle

n on

toug

h tim

es. T

heir

goal

is

to g

et p

eopl

e ba

ck o

n th

eir

feet

and

be

sel

f su

ffici

ent

agai

n. T

he N

ice

Guy

s se

rve

the

San

Die

go a

rea

and

thei

r on

ly r

ewar

d is,

and

alw

ays

has

been

, th

e pl

easu

re t

hat

com

es fr

om h

elpi

ng o

ther

s. N

ice

Guy

s m

ake

a di

ffere

nce

by o

fferin

g a

hand

up!

The

y ar

e 10

0% v

olun

teer

, non

-pro

fit o

rgan

izat

ion

with

no

ove

rhea

d, n

o of

fice

spac

e an

d no

pai

d sta

ff.

Ever

y do

llar

rece

ived

in d

onat

ions

goe

s ba

ck

to th

ose

in n

eed

in th

e Sa

n D

iego

Com

mun

ity.



National Association of Residential Property Managers25th ANNUAL CONVENTION REGISTRATION • OCTOBER 16–18, 2013 • SAN DIEGO, CA

(Education classes begin on October 14 and other Pre-Convention activities begin on October 15.)

☐ Basic Convention $395 $465 $565 $500 $600 $700 (Pre-Convention & Post-Convention Events below not included.)☐ Team Discount* -$50 -$50 (*Basic Convention only)Single Day Registration (Includes full day’s events with meals.)☐ Wednesday $100 $200 $300 $170 $270 $370☐ Thursday $200 $270 $370 $300 $370 $470☐ Friday $200 $270 $370 $300 $370 $470

☐ Trade Show ONLY $50 $50 $100 $50 $50 $100 (AM or PM Thursday or Friday admission. Does not include meals.)PRE-CONVENTION EVENTS☐ Business Leader Development Training $99 $150 $200 $300 $400 $500☐ President’s Celebration $95 $110 N/A $125 $140 N/A

POST-CONVENTION EVENT (Not included in Basic Convention registration fee.)☐ Friday Gala $45 $65 N/A $85 $105 N/A

Early Bird Discount No Discount Onsite Early Bird Discount No Discount Onsite Postmarked by 9/16 After 9/16 Registration Postmarked by 9/16 After 9/16 Registration

Members Members Members Non-members Non-members Non-members

National Association of Residential Property Managers25th ANNUAL CONVENTION REGISTRATION • OCTOBER 16–18, 2013 • SAN DIEGO, CA

(Education classes begin on October 14 and other Pre-Convention activities begin on October 15.)

REGISTRATION INFORMATION (please type or print - one registration form per person)

Name: ______________________________________ Name for badge: ______________________________

Company Name: __________________________________________ Title: ___________________________

Address:____________________________________________________________________________

City: ____________________________________________ State: _________ Zip: _____________________

Phone: ____________________ Fax: ____________________ E-mail: ________________________________

Check your designation(s): ☐ CSS® ☐ RMP® ☐ MPM® ☐ CRMC®

Designation candidate: ☐ CSS® ☐ RMP® ☐ MPM® ☐ CRMC®

REGISTRATION FEES ☐ IREM® members check this box to receive NARPM® member pricing.

Registration Fees SUBTOTAL $__________

EDUCATION CLASSES Do you plan to take any education classes? ☐ Yes ☐ No Have you submitted separate EDUCATION REGISTRATION FORM? ☐ Yes ☐ No

EXTRA GUEST TICKETS Available only with accompanying Basic Convention registration. Not available for walk-ins. (Note: One ticket is included in Basic Convention registration.)

Member Non-memberWed. Reception & Trade Show _____ (# of tickets) x $45 = $____________ $65 = $____________Thursday Breakfast _____ (# of tickets) x $30 = $____________ $50 = $____________Thursday Lunch _____ (# of tickets) x $45 = $____________ $65 = $____________Friday Breakfast _____ (# of tickets) x $30 = $____________ $50 = $____________Friday Lunch _____ (# of tickets) x $50 = $____________ $70 = $____________ Extra Guest Tickets SUBTOTAL $__________

CONVENTION PIN _____ (# of pins) x $5 = $_______________ Pin SUBTOTAL $__________

TOTAL FEES $________

{ METHOD OF PAYMENT☐ Check #___________________, payable to NARPM®, enclosed for Total Fees amount listed above.☐ Please charge my ☐ Visa ☐ MasterCard ☐ Discover ☐ American Express for total amount above.

Cardholder Name: _______________________________ Signature: _________________________________I authorize NARPM® to charge my credit card.

------------------------------------------- All information below this line will be shredded. --------------------------------------------

Card Number: ________________________________________ Exp. Date: _________ Security Code: ______

Are you a current NARPM® member? ☐ Yes ☐ NoAre you applying for membership**? ☐ Yes ☐ NoIs this your first NARPM® convention? ☐ Yes ☐ NoSPECIAL ASSISTANCE ☐ I will require special assistance.☐ I have special dietary needs and

request a vegetarian meal.

Pre-registrations must be postmarked or faxed by 11:00 pm Eastern Time on September 16, 2013. After September 16, 2013, send the higher fee shown. Do not send registration to National after October 4, 2013. Instead, register on-site at the convention. People registering on-site are not guaranteed access to the luncheons.

*TEAM DISCOUNTWhen two or more NARPM® members from one office register for the entire convention, the second and each additional registrant receive a $50 discount for their entire con-vention registrations. Registration forms and payment must be received at the same time. To receive discount, registration must be done directly with National, not online.

**JOIN & REGISTERNot yet a member? You can become a NARPM® member and register for the convention at the reduced member rate. Check “Yes” at the “Are you applying for membership?” option above and submit the appropriate membership appli-cation with this form. Applications can be found online at www.narpm.org/join.

CANCELLATION POLICIESIf this convention is cancelled for any reason, the liability of NARPM® to the registrant is limited to the return of the registration fee. A necessary rescheduling of the convention, as approved by the NARPM® Board, does not constitute a cancellation.

Convention cancellations must be received in writing. If cancellation is received 30 days prior to October 16, 2013, there will be a full refund, less a $25 processing fee. If cancellation is received 15-29 days prior to October 16, 2013, there will be a 50% refund. There is NO refund 1-14 days prior to October 16, 2013.

MONETARY POLICIESA $25 processing fee will be charged for re-billing a credit card. A charge of $25 will apply for all non-sufficient fund checks. Checks not in U.S. funds will be returned. You are not considered a registered attendee until payment has been successfully processed.

EASY WAYS TO REGISTERMAIL - Send your form with payment to: NARPM® National, 638 Independence Parkway, Suite 100, Chesapeake, VA 23320.

FAX - Send your signed form with payment to 866-466-2776. Please do not mail the original.

ONLINE - Visit www.narpm.org and login to the Internet Member Services (IMS) section.

(Pre-Convention & Post-Convention Events below not included.)

(Includes full day’s events with meals.)

(AM or PM Thursday or Friday admission. Does not include meals.)

(Not included in Basic Convention registration fee.)

(Not included in Basic Convention registration fee.)


A WARM WELCOME TO ALL THE NEW MEMBERS WHO JOINED FROM APRIL 20 - MAY 21, 2013

MEMBERSHIP Growth

PROFESSIONAL MEMBERS

Carol AlexanderAlexander Group Real EstateColorado Springs, CO719-290-7490

William AustinARMI-Austin Realty ManagementGainsville, VA703-753-1801

Nicole BarrassoProperty Management DivisionOrlando, FL407-770-0322

Tina M. BergeBakken Property SolutionsWilliston, ND701-797-7019

John P. BrasilFive Star Property ManagementModesto, CA209-544-9000

Kim BreenSterling Johnston & AssociatesRedmond, WA425-285-1324

Robyn R. BullardRed Phone Real EstatePlano, TX469-324-9312

Damon N. CampbellCarolinas Metro RealtyCharlotte, NC704-405-0634

Albert CariotiProperty Management DivisionOrlando, FL407-770-0322

David W. CobbSpringfield Family PropertiesSpringfield, MO417-877-0581

Fred CulbreathJJC Management & HoldingsVirginia Beach, VA757-213-6990

Peter CurtisCurtis Property ManagementRoseville, CA916-284-3690

Susanna M. DrayneBrent Team ManagementSilver Spring, MD301-565-2523

Deborah K. DukesHampton Properties & ConsultingCape Coral, FL239-470-5564

Dezda FinnDezda Finn Properties, LLCSpokane, WA509-368-9904

Celicia FordAtlas Point RealtyArlington, TX214-264-0193

Saul ForsterForsters Homestead Property ManagementGrand Junction, CO970-234-3300

Marcia L. Fox-EmbreyProperty Source RealtyAvondale, AZ602-308-8277

Fred A. FullerThe Fuller CompanyConcord, CA925-288-1350

Susan GiordanoReliance Realty, Inc.Newport News, VA757-873-3366

Melisa GiovannelliRiverside Realty Group, LLCFort Myers, FL239-470-7487

Chip GlennonChip Glennon Real Estate ExpertsKansas City, MO800-686-5088

Jenny GonringRossman Realty Property ManagementCape Coral, FL239-443-1308

Babette L. GriffinEbby Halliday Property Management & Residential LeasingDallas, TX972-980-6670

Kelly GuzmanRose & Womble RealtyChesapeake, VA757-436-3636

Patsy A. HardrickNVS Real Estate PlaceFernley, NV775-302-6296

Mary Ellen HarriganPartners In Property Management LLCCape Coral, FL239-770-4477

Tim M. HatchThe Leaf GroupAustin, TX512-410-7962

Vickie A. HayCentury 21 Sunbelt Realty Inc.Lehigh Acres, FL239-674-1001

Paul HendriksGulf to Bay Homes & EstatesSt. Petersburg, FL727-490-2250

Cristen HortonHorton Realty, Inc.California, MD301-737-1700

David Illes JrRock Creek Enterprises LLCWashington, DC202-747-6555

Brian JellinProfound Property ManagementSan Ramon, CA925-480-7766

Sandra S. JofreStill Property ServicesBoca Raton, FL561-271-5591

Shirley A. JohnsonKeller WilliamsDenton, TX940-262-0091

Kurt JohnsonKurt’s Property Management and Investments Ltd.Fort Collins, CO970-337-0810

George KarnitisFalcon Property Management LLCPeachtree City, GA770-317-0500

Nicole Z. KingSea Scape PropertiesWilmington, NC910-332-7284

Peter T. KollarRPM Rental DirectionFort Myers, FL239-728-6100

Mike KvistRE/MAX Mosaic PropertiesGilbert, AZ480-588-9500

Mike LandMike Land, LLCNorth Fort Myers, FL239-823-3631

Debbie T. LewisSteven P. GlazerCrawfordville, FL850-445-3832

John D. LittleGateway Real EstateFort Myers, FL239-768-2500

Helene MacDonaldHorse and Chaise RentalsVenice, FL941-483-3331

Heather MaggioRE/MAX SelectMaple Valley, WA425-226-6170

Lisa Maglione-ChenaultDouglas RealtyCape Coral, FL239-542-6906

Debra MartinKeller Williams Realty River Cities SpecialistsBullhead City, AZ928-704-2568


Matt McCabeLRC Property ManagementScottsdale, AZ480-455-3520

Timothy P. McginnisCeltic Property ManagementJoliet, IL815-730-1500

Joan E. MedeirosRoyalty RentalsFort Myers, FL239-362-1246

David MoffittLake County Rental ServicesPolson, MT406-883-8000

Jim C. MoranThe Property Management CompanyRound Rock, TX512-255-7575

Terri NavaAlabama Rental ManagersBirmingham, AL205-949-2052

Timothy NystromTNT Property ManagementKeller, TX817-586-2255

Kevin J. PageCape Shore Property ManagementCape Coral, FL239-549-6611

Gerald A. PappaDennis Realty & Investment Corp.Lutz, FL813-949-7444

Beverly ParysRossman Realty Property ManagementCape Coral, FL239-443-1308

David J. PiccoliPiccoli Real EstateGilbert, AZ480-201-1404

Bonnie PittengerRE/MAX AdvantageLas Vegas, NV702-228-3200

Linda PowellPowell RealtyGarner, NC919-772-0020

Daniel PrickettPrickett PropertiesOrange Beach, AL800-210-7914

John F. RennieProperty Management of Southern CaliforniaLaguna Niguel, CA949-215-5000

Bill RileyVista Property ManagementPuyallup, WA253-881-3059

James SerraReal Property Management VancouverVancouver, WA360-901-6178

Melissa SevyAffinity Real Estate Management, Inc.Tacoma, WA253-472-5400

Wanda SmithAllure Total Property ManagementJacksonville, FL904-614-2303

Patrick K. SmithPatrick Smith RealtyRoseville, CA916-223-3541

Bill StoelkerRealty World FloridaMatlacha, FL239-283-1003

David L. SwaimService Star RealtyPhoenix, AZ480-466-6458

Joshua D. TaylorSelling Tampa BayTampa, FL518-229-6048

Jaime R. Tejera1Trust Realty LLCJacksonville, FL904-586-8692

Steve L. VoorhorstColumbine Roofing and RestorationLakewood, CO720-452-7663

Timothy G. WallaceAthena Housing Partners, LLCFranklin, TN615-771-3052

Alexander C. WallbergDri-Wall Property Solutions, LLCColorado Springs, CO719-428-5649

Andrea S. WarnerColorado Peak Real EstateColorado Springs, CO719-648-9345

Laurence WarnerDorman Property ManagementColorado Springs, CO719-213-9100

Nick R. WarnerPhillips Residential GroupSeattle, WA206-694-1741

Scott R. WiggansVantage Point Properties & InvestmentsSan Antonio, TX210-262-8051

John (Bo) B. WinnCapital Investments Realty LLCRaleigh, NC919-887-5000

Sharon A. YearySharcom Realty, LLCNorth Richland Hills, TX817-428-4472

AFFILIATE MEMBERS

Scott AirmontTop Gun RestorationColorado Springs, CO719-572-5130

Benjamin D. GossImpact Management & Consulting, LLCWichita, KS316-530-3880

Brenton HaydenRentfeeder IncNew York, NY415-939-5227

Glendon D. Nelson JrThe Mahoney Group DBA: Southwest Real Estate Purchasing GroupMesa, AZ480-730-4920

Tonya O’DellProperty Manager WebsitesRoswell, GA727-348-0437

Jessica RyanKovitz Shifrin NesbitBuffalo Grove, IL855-537-0550

Nitin ShingateHouserie.comPleasanton, CA805-279-2844

Andrew TitcheFundamental REO, LLCNew York, NY520-429-0698

Patrick WeirE Z Track ItNew York, NY800-371-5956

Judy WolkJudith B. Wolk LLCCharleston, SC843-737-0173

SUPPORT STAFF

Cameron BitherDodson Property ManagementRichmond, VA804-355-7368

Sarah TalakoubTerra Residential Services, CRMC®

Houston, TX713-895-9966

Laila M. YatesGrady Properties Management, Inc.Chevy Chase, MD301-760-7737

Take the time to

welcome a new member.


DEMONSTRATE THAT YOU HAVE E XPERT KNOWLEDGE ABOUT RESIDENTIAL PROPERT Y MANAGEMENT

DESIGNATION Classes

Interested in Sponsoring?Opportunities are available to chapters that would like to further educate their members and increase their chapter funds. However, it takes time to plan a class so give your chapter five to six month’s lead-time if you wish to sponsor.

Name _______________________________________________________________

Company _____________________________________________________________

Address ______________________________________________________________

City/ST/Zip ___________________________________________________________

Phone ________________________________ Fax ___________________________

E-mail _______________________________________________________________

Register for Classes

Name of Class Class Date Cost

___________________________________ _________________ $ ________

___________________________________ _________________ $ ________

___________________________________ _________________ $ ________

Total $ ________Method of Payment

o I have enclosed a check for $ __________ Check # _______________________

o Please charge my credit card in the amount of $ _________________________

o Visa o MasterCard o Discover o American Express

Name of Cardholder ___________________________________________

Signature _____________________________________________________ I authorize NARPM® to charge my credit card.

Card Number _______________________________ Exp. Date _________

FEES (subject to change)

⑥hour CourseMemberNon-memberRetakeRMP®/MPM®

Candidate

Early Registration*$195$295$75$100$180

Registration$250$350$150$150$250

⑥hour NARPM® 101MemberNon-memberRetakeRMP®/MPM®

Candidate

Early Registration*

$99 $99 $99 $99 $99

Registration

$99$99$99$99$99

③hour EthicsMemberNon-member

$45$95

$45$95

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

COURSE INFORMATION• Course flyers containing additional information may be

downloaded from www.narpm.org/education/schedules.html.• All materials will be given to students on the day of the class.• Attendees required to make their individual hotel reservations.

CANCELLATION POLICYCancellations 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®.

Online Designation Courses are now available through OMG Distance Learning. For information and/or to enroll visit www.narpm.org/education.

1. Mail form below to NARPM®, 638 Inde-pendence Parkway, Suite 100, Chesa-peake, VA 23320.

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

3. Online registration is also available through Internet Member Services at www.narpm.org.

All information below this line will be shredded

DATE LOCATION CLASS INSTRUCTOR 07/18/2013 Atlanta, GA Habitability Kit Garren, MPM® RMP®

8/13/2013 Albuquerque, NM Ethics Dave Holt, MPM® RMP®

8/14/2013 Albuquerque, NM Marketing Dave Holt, MPM® RMP®

8/20/2013 San Jose, CA Owner Client Advanced Vickie Gaskill, MPM® RMP®

8/28/2013 Orlando, FL NARPM® 101 Gail Moncla, MPM® RMP®

9/12/2013 Atlanta, GA Office Operations Brian Birdy, MPM® RMP®

9/19/2013 Lake Mary, FL Ethics Fred Thompson, MPM® RMP®

9/21/2013 Lake Mary, FL Tenancy Betsy Morgan, MPM® RMP®

10/14/2013 San Diego, CA Habitability Kit Garren, MPM® RMP®

10/14/2013 San Diego, CA Risk Management Essentials Darryl Kazen, MPM® RMP®

10/14/2013 San Diego, CA NARPM® 101 Fred Thompson, MPM® RMP®

10/15/2013 San Diego, CA Risk Management Advanced Suzanne Cameron, MPM® RMP®

10/15/2013 San Diego, CA Owner Client Essentials Tony Drost, MPM® RMP®

10/16/2013 San Diego, CA Ethics Brian Birdy, MPM® RMP®


NARPM® Affiliate Members

Runzheimer International Ltd.ShowMojo, LLC Virtually IncredibleWalkThruInspections.comXpress-pay.comZillow, Inc

LEGAL SERVICESAmco Financial ServicesBoltz LawCommunity Association Law GroupJudith B. Wolk LLCKovitz Shifrin NesbitLaw Offices of Heist, Weisse & Davis, PALaw Office of Daniela PavoneLegal ShieldProvizer & Phillips PCU S Collections, West, Inc.

MAINTENANCEAlpha Pest Control Inc.BehrPro: Behr & Kilz Paint & Primers Belfor Property Restoration Cheyenne Corporation DBA AAA Action Painting CitruSolution of Middle Tennessee Crime Clean of Texas, Inc.Custom Home & Commercial AccessoriesDetector InspectorElite Restoration LLCEmpire Today LLCExtreme Landscape & ManagementImpact Management & Consulting, LLC Inspection Experts, Inc. (IEI)KYS Construction, LLCMFS SupplyMr. Rekey Locksmith ServicesMSN Construction and Management CorporationNightTenders, Inc.Orkin, Inc.Propertyware, Inc.Quanex Building Products CorporationRoof Brokers Inc. Service Master Cleaning & RestSherwin-Williams CompanySpartan PlumbingUniversal Restoration ServicesUS Aqua Vac, Inc.

SOFTWAREAppFolio, Inc.BoostPM IncBuildingLink.com, LLCBuildiumeRent Payment

Happy Inspector, Inc.HERO PMHoamanagement.com Inc.In The Field TechnologiesMobile Property Management MYOWNREALESTATE.COMNational Real Estate Education, LLCPlanet Synergy, Inc.PROMAS Landlord Software CenterProperty Management Inc.Property Manager Websites PropertyBoss Solutions, LLCPropertyware, Inc.Rent ManagerRental Property Acct ServicesRentec Direct LLCRentJuiceTReXGlobal.comYardi Systems

TENANT SCREENINGAAA Screening ServiceACRAnetACUTRAQAlliance 2020Background Info USABeacon Background Screening Services, LLCCertified Tenant ScreeningChoice Data, Inc.Clear ScreeningContemporary Information Corp.CoreLogic SafeRentCredit Investigators, INCData Verification Services, Inc.Experian North America Expert ScreeningsHouserie.comLandlordstation.comLexisNexis Resident ScreeningMicrobiltMOCO, Inc.National Tenant Network, Inc.National Tenant Screening Services a division of Verification

Consultants, Inc.Orca Information, Inc.Rapid Credit ReportsRate Tenants.comReliable Background ScreeningResident ResearchResolve Partners, LLCSARMAScott Roberts & Associates, LLC StarPoint ScreeningTenant Screening USA Trans Union Rental Screening SolutionsTVS Tenant Verification Service, IncUS Real Estate Investors Assoc

ADVERTISINGTrulia.com

BANKING AND FINANCIALCalifornia Bank & TrustFirst Citizens BankSeacoast Commerce Bank

OTHER BUSINESS PROD-UCTS AND SERVICESAll County Franchise CorpAMRE SolutionsA R Recovery Solutions of Hawaii Avenue West Global FranchiseBiocide SystemsBrilliant! DecorBurns Pest EliminationBuy Calls, LLC, DBA Ralarm Capital K9 Pest SolutionsCbeyond, Inc.Centex House LevelingCORTDiversified Employee Benefit East Coast Public Adjuster TXElite Team Technologies, Inc. DBA Rental Zoom E Z Track It First American Home Buyers ProtectionFloor Coverings InternationalFlooring Resources, Inc. ForRentBy OwnerFrontline Processing CorporationFuture Focus UtilitiesGet The Lead Out, LLC Global Grid Marketing - Essential Service ProvidersHart & Associates Tax Consulting and Prepartaion ServicesHMS Home WarrantyImpact Management & Consulting, LLC Jasper AirKarmaboxx, LLCKent Security KIDDELandlordSourceMutual of Omaha BankNational Real Estate Insurance GroupNew Empire GroupOFIC North America Inc. OPTIONSPATLive PayLease, Inc.PayNearMePeachtree Business ProductsPropertyManagementPros.comProperty Reports On Sight (PROS) Renters Legal Liability Rently.comRentPaymentRent Recovery, LLC

Restoration Industry AssociationRubbish WorksScent TekSocial Eyes MarketingSouthwest Recovery ServicesSupraThe Landlord AcademyThe Mahoney Group DBA: Southwest Real Estate Purchasing GroupTop Gun RestorationU. S. Liability Insurance Co.Utah Apartment Association Ven-turi CleanZelman & Associates

INSURANCEAon Rent ProtectCSE Insurance DiGerolamo Family InsuranceFirst American RMSJGS InsuranceJohnson AgencyMobile Insurance AgencyUnitrin Direct Preferred Insurance

INTERNET TOOLS/ MARKETINGAkaydia.comAll Property ManagementApartmentratingsBusiness Rating and ReviewsCheckYourLandlord.comCommunity Buying GroupDocuSign Inc.Fourandhalf.comFreeRentalSite.comGo Section 8HERO PMHomeTownRent.comHotpads.comHouserie.com Manage My PropertyMMM LimitedMYOWNREALESTATE.COMPlanet Synergy, Inc.Pointwide.comProperty Management Inc.Property Management Professionals, Inc.

(rentUSAnow.com) Property Management TrafficPropertyware, Inc.Providence Mgmt & InvestmentsRealRentals.comRent.comRent2Buy America, LLCRental SourceRentalHomesPlusRentalhunt.com Rentals.comRentbits HomesRentfeeder IncRentler.com


E ARN REWARDS AND ACHIEVE AMBASSADOR STATUS FOR REFERRING NEW NARPM ® MEMBERS

AMBASSADOR Program

2013 AMBASSADORS

Brian Birdy, MPM® RMP®

Trudy M. Hoff, RMP®

Mark Kreditor, MPM® RMP®

Cheryl Y. Kunimoto, R

Primrose K. Leong-Nakamoto, S RMP®

Tiea Vincent

APRIL 20 - MAY 21, 2013

REFERRING MEMBER NEW MEMBERMisty Berger Scott Airmont

Brian Birdy, MPM® RMP® Scott Wiggins

Jill Bradshaw Joshua D. Taylor

Nathan Brown Jessica Ryan

Robyn Bullard Sharon Yeary

Justin Dean Paul Hendriks

Duke Dodson, RMP® Cameron Bither

Devin Easterlin Kim Breen

Lisa Gohrick David Moffitt

Deborah Henry, RMP® John “Bo” Winn

Deborah Henry, RMP® Linda Powell

Jennifer Herman Helene MacDonald

Mark Kreditor, MPM® RMP® Robyn Bullard

Mark Kreditor, MPM® RMP® Shirley Johnson

Debra Loffman Peter Curtis

Mike McVety, RMP® Tibor Peter Kollar

Michael Mengden, MPM® RMP® Sarah Talakoub

Jim Moran Jim Smith

Mike Nelson, MPM® RMP® Andrew Titche

Jonathan Nicholas Chip Glennon

John Prescott David Swaim

Kirk Rector Melissa Sevy

REFERRING MEMBER NEW MEMBERCraig Richey William Austin

Todd Simpson Saul Forster

Carl Stratton Gerald A. Pappa

Sandra Thomas Bonnie Pittenger

Mark Troy John Brophy, III

Tiea Vincent Wanda Smith

Tiea Vincent Beverly Parys

Tiea Vincent Jenny Gonring

Tiea Vincent Mary Ellen Harrigan

Tiea Vincent Lisa Maglione-Chenault

Tiea Vincent Deborah K. Dukes

Tiea Vincent Joan E. Medeiros

Tiea Vincent Melissa Giovannelli

Tiea Vincent Bill Stoelker

Tiea Vincent Vickie A. Hay

Tiea Vincent John D. Little

Tiea Vincent Mike Land

Chuck Warren, RMP® Kelly Guzman

David Whitley Susan Giordano

Melvin S. Yates, II Laila M. Yates

Alex Yoder, RMP® Laurence Warner

Who better to spread the word of the benefits of NARPM® than its members? To achieve Ambassador status, you must refer five new members in one year. You will then receive an award certificate* and a $200 NARPM® credit that can be used toward your annual dues, upcoming events, education classes, and more! You can earn multiple award certificates in a 12-month period, so be sure you continue referring new members even after you have achieved Ambassador status.

1. Contact NARPM® National for membership application brochures. Upon request, National can mail the application directly to the prospective member.

2. The 12-month period to obtain five new members starts the day the first application is processed.

3. When the fifth application is received, an award certificate* will be issued and dated. A $200 NARPM® credit will also be issued. *Certificates are non-transferable.

HOW CAN 5=200?Data: ECC: Size:

BENCHMARKtill after_raw: 0.014212s

till after_filler: 0.113146still after_mask: 0.210098s

till after_encode: 0.000076still finish: 0.061551sTOTAL: 0.399083s

http://www.managegroup.com/registration/phpqrcode/index.php

1 of 1 8/12/2011 10:50 AM

All information you need is at http://www.narpm.org/join/ or you can scan the QR code at right with your smartphone or tablet using a QR code reader app.


We’ve Teamed Up With Rent.com To Provide World-Class Solutions! With Rentals.com’s leading web sites and mobile applications coupled with Rent.com’s

successful pay-for-performance business model, you’ll have access to the most comprehensive

suite of products that deliver cost-effective, high-quality leads and leases. Rent.com will

bring another strong brand to Rentals.com’s extensive family of apartment and rental

home resources that includes Rentals.com, RentalHouses.com and Apartmentguide.com.

B I G I N N O V A T I O N • B I G E X P O S U R E • B I G R E S U L T S

Rentals.com, RentalHouses.com and RentList.com are trademarks and/or registered trademarks of PRIMEDIA Inc. Other company and product names may be trademarks of their respective owners. © PRIMEDIA Inc. 2013. All rights reserved.

2013 Official National NARPM Partner

2011 Affiliate of the Year

&&

-NARPM_Ad1.indd 1 3/13/13 12:15 PM


NARPM®

638 Independence Parkway, Suite 100Chesapeake, VA 23320

Documents

Have you ever lost a Can you help your parents How to