Safe calling for telemarketing and cold calling · Safe calling for telemarketing and cold calling...

January 2006 Residential Resource 1

Highlights ofthis Issue!President’s Message . . . . . . . . . 2

Oahu Chapter Hosts Community Seminar . . . . . . . . . . . . . . . . . . 4

Rentalhouses.com AnnouncesTreasure Chest Prize Winner . . 4

Convention Pictures . . . . . . . . . 5

Support Staff Gets New Designation . . . . . . . . . . 8

Ambassador Program . . . . . . . . 8

New Members . . . . . . . . . . . . . 9

Building Homes, Hopes and Future Communities . . . . . . . 12

Convention Casino Night Pictures . . . . . . . . . . . . . . . . . 13

Round Table Discussion . . . . . 15

Calling by the BookSafe calling for telemarketing and cold callingby Troy Hill

Of the many marketing avenues available to Property Managers, cold calling or telemarketing is still a vital op-tion for many. Cold calling or telemarketing is defined as initiating a call to someone on their personal cell phone or home phone for the purpose of soliciting busi-ness. In order to protect private citizens from unwanted telephone calls, the FCC (Federal Communications Commission) put rules regarding businesses calling someone’s home or cell phone into place. These rules govern the ability of a business to contact a private indi-vidual on their personal cell phone or home phone.

If your company cur-rently uses cold calling or telemarketing as a tool to acquire new business, then you need to have safe calling procedures in place. In order to help you decide if your company needs to have a safe calling procedure established, check your current calling practices against the general rule below and the list of exceptions. Basically, before you call someone who has not had any contact with your company on their personal home or cell phone, then you need to check the “National Do Not Call Registry.”

The general rule is whenever you initiate a call to some-one’s home or personal cell phone to solicit business, you must make sure that the phone number is not on the “National Do Not Call Registry.” The keyword here is “initiate” (being the first one to make any contact).

The exceptions to this rule are as follows: 1. The call is not for business.2. The call was not initiated by you – they called and left a message or filled out a response card.3. The call is not to a personal cell phone or home phone.4. The call is to someone with whom you have a per-sonal relationship, such as a family member or friend. 5. The call is to someone who is currently doing busi-ness with you.6. The call is to someone you did business with in the last 18 months.7. The call is to someone who inquired about your busi-ness within the last 3 months. 8. The call is to someone from whom you have written permission to call at a specified number.9. The call is from a tax-exempt, non-profit organization or political organization.

Setting up procedures for making sure you are not call-ing a protected number is required to protect yourself

against being accused of calling someone’s personal cell phone or home phone for the purpose of solicit-ing business. The first step in your procedure is to set up a regular downloading of the “National Do Not Call Registry.” This should be done at least once a quarter by a designated person. The next step is to set up a company specific “Do Not Call” list. This list includes the phone numbers of people requesting not to be called again. Any person who requests not to be called by your company must be added to this list. This list should be updated monthly. The final step is to set up

guidelines to determine if a call is a cold call or a telemarketing call. If it is, have procedures in place that require the caller to check both lists before placing the call.

Even though this may seem burdensome, it can protect you from the consequences if legal action is pursued. The consequences for violating

the laws consist of fines from the FCC of $11,000 per violation up to $87,500 and private lawsuits for actual damages, or $500, whichever is greater.

Property Managers need to be especially careful when calling farming lists. Another situation Property Manag-ers need to be cautious about is when they look through the classifieds and call the listings not designated as agents. Even though the owner has published their phone number, this could still be an issue since you are soliciting your services to the owner. Finally, Property Managers should be careful when receiving referrals, such as John saying his mother’s uncle’s friend has a rental and is looking for a Property Manager. If you choose to call these numbers, then the “National Do Not Call Registry” must be checked. Instead of calling, other options include sending a post card or e-mail. Information for this article is taken from the “National Do Not Call Registry” website (http://www.ftc.gov/donotcall/) and from the Safe-Calling Compliance Kit for Real Estate Professionals, published by Real Estate Business Services, Inc., www.rebs.com.

Troy Hill is a Property Manager for H.M.S. Prop-erty Management in San Jose/Bay Area Region in California. He has been working as a Property Manager for the past 4 years. He is currently an RMP® Candidate. He began his career in Prop-

erty Management when his family purchased the business. He encourages others to uphold the professional and ethical standards set forth by NARPM through teaching and writing.

2President’s Message

4NARPM Selects Executive Director

5Accounting 101

7Success Resolutions for 2006

8“Knowledge is Power”Reading Corner

9My Rental Bag To Go

10How to Take the “Cus” Out of Customer

11How to Manage a Difficult Property Management Employee

14Welcome New Members

15This Editor’s Inquiring Mind Wants to Know!

16Ambassador Program

17Certification Class Registration

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

January 2006

SUPPORTING THE PROFESSIONAL AND ETHICAL PRACTICES OF RENTAL HOME MANAGEMENT THROUGH NETWORKING, EDUCATION, AND CERTIFICATION

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2 January 2006 Residential Resource

Each New Year is a fresh beginning, an opportunity to take the knowledge, experience, and wisdom gained from years past, combining those attributes to make this the best year ever! The New Year also ushers in a spirit of optimism and renewed confidence, provid-ing another chance to attain our personal achievements in the days and weeks ahead.

It is a tradition within NARPM for each President to select a theme for their term that rep-resents their values and beliefs. I thought of hundreds of possible themes; some I liked, some I didn’t, but in the end I selected three words that best represented my vision for NARPM. My theme of “Spread the Knowledge” builds upon Past President Marc Banner’s theme of “Ready, Set…Grow!” From its humble beginnings 18 years ago, NARPM has grown into a dynamic and professional organization. I deeply value and respect one trait in particular - the openness and willingness of our members as they share with others their successes and failures. That unique characteristic is the essence of my theme. You don’t

have to be a classroom instructor to “Spread the Knowledge.” As Property Managers, we “Spread the Knowledge” every day as we operate our businesses, educating our staff, owners, clients, vendors, and tenants about our profession.

The NARPM of today is not the NARPM of the past. We have embarked upon a new course with new management partners and are excited about the changes and opportunities that await us.

We are also excited about our very first Distance Learning course. We are working side-by-side with our management company to create an outline for State and Regional Conferences consistent with NARPM’s National Convention. Later this year, we’ll be introducing our first program designed for support staff, the Certified Support Staff Designation (CSS®). This is another example of NARPM’s commitment to “Spread the Knowledge” to our staff members, recognizing their skills, hard work, and accomplishments.

For our members who can’t travel to national events, we will “Spread the Knowledge” at the local level by presenting more educational courses. We are working towards the implementation of a member-driven forum to provide our members with timely information on legislative issues through a section in the Residential Resource and the NARPM website.

We have already begun to “Spread the Knowledge” through our new website, unveiled in Utah last September. Our newly-designed website offers an array of exciting features designed to foster and enhance member services.

We will continue the search for new ways and opportunities to “Spread the Knowledge” by delivering education and information to the owners of management companies, particularly as it relates to systems, structure, technology, risk management, business planning, legal issues, and human resources.

As President, my directive is to provide the leadership keeping with NARPM’s purpose. And you have my pledge that every decision I make will be in accordance with our Mission Statement “to support professional and ethical practice of rental home management through networking, education, and certification.”

It is an honor and a privilege to serve this year alongside nine other members of the Board. These are dedicated volun-teers who unselfishly donate vast amounts of time and energy to the betterment of NARPM. I’m especially proud of the commitment, professionalism, and enthusiasm they have demonstrated over the years.

I’m humbled, but proud, to serve as your President in 2006 and look forward to personally meeting you at NARPM events this coming year.

Rose Thomas, MPM®

President

OFFICERSRose Thomas, MPM®

[email protected] x1001

Sylvia Hill, CPM® MPM®

President-ElectBylaws ChairFinance ChairStrategic Plan Oversight [email protected] x104

Erika K. Green, MPM®

[email protected] x101

Betty Fletcher, MPM®

TreasurerEditorial [email protected] x101

Marc Banner, MPM®

Past PresidentNominations [email protected]

DIRECTORSKaren Carlson, CPM® MPM®

[email protected]

Greg Fedro, MPM®

Certification [email protected]

Harold Kalles, MPM®

Website [email protected]

Mary M. Love, MPM®

[email protected]

Peter C. Meer, MPM®

Education [email protected]

COMMITTEE CHAIRSSusan Albern, MPM®

Membership [email protected]

Eddie Davis, MPM®

2006 Leadership Symposium [email protected]

Wendell Davis, MPM®

Convention [email protected]

Christopher Hermanski, MPM®

Long Range [email protected]

Mark Kreditor, MPM®

Professional Standards [email protected]

Kandy Meehan, RMP®

Affiliate [email protected]

Jim Reimer, MPM®

Legislative [email protected]

Robert Winger, MPM®

Marketing [email protected] x103

NARPM HEADQUARTERS Editor: Betty Fletcher, MPM®

Executive Director Gail Phillips Tel: 800-782-3452 toll free 184 Business Park Drive, Suite 200-P E-mail: [email protected] Virginia Beach, VA 23462 Internet: www.narpm.org

The Residential Resource is a publication of the National Association of Residential Property Managers, 184 Business Park Drive, Suite 200-P, Virginia Beach, VA 23462; 800-782-3452. ©2005. All rights reserved. Reproduction in whole or in part is allowed only upon permission from the publisher. Opinions of the authors are not necessarily those of NARPM. Any legal matters or advice mentioned herein should be discussed with an attorney, accountant, or other professional before use in a particular state or situation. NARPM and its staff assume no responsibility for ads or statements in the publication. NARPM does not endorse any advertising in this publication. All readers are responsible for their own inves-tigation and use of any products advertised in the Residential Resource. NARPM members receive the Residential Resource as part of the annual dues; subscriptions are available for $195. Items for publication cannot be returned. Articles can be submitted by sending a Word attachment to [email protected]. Address changes may be forwarded to the NARPM National Headquarters at the address listed above. The publisher and editor reserve the right to edit or refuse all publications for content and selection.

President’s MessagePresident’s MessageWelcome to a prosperous 2006...

janissue.indd 2 12/22/2005 9:54:43 AM


Your future tenants are living in the21st Century. So are we.

RentalHouses.com is a powerful online listing service that puts your properties in front of thousands of searching tenants everyday. And with easy searching, full-color descriptions, & new state-of-the-art street & satellite mapping by . No contract required – ever. No

setup fees at all. And flexible pricing for any number of properties. Want to learn more? Come visit us at www.rentalhouses.com

janissue.indd 3 12/22/2005 9:54:44 AM


The Board of Directors of the National Association of Residential Property Man-agers (NARPM) selected Virginia Beach-based Organization Management Group, Inc. (OMG) to provide full management services for the Associa-tion effective September 1, 2005.

This move will enable NARPM to grow their membership and expand the services provided to the residential property management industry. Gail Phillips, CAE, Senior Vice President of OMG, will serve as Executive Director of NARPM. Phillips has 21 years of association management. She graduated from Radford University in Virginia with a B.S. degree in merchandising along with a minor in general business. Phillips has completed numerous certification programs in association manage-ment, marketing, code of ethics, professional standards, and associa-tion structures and holds the prestigious CAE (Certified Association Executive) designation.

“We look forward to helping NARPM meet its strategic goals,” Phillips says. “Our staff is dedicated to providing the members of NARPM with programs and services that exceed their expectations.”

“It is with great pride that I introduce Gail Phillips as Executive Direc-tor,” said NARPM President Marc Banner MPM®. “Ms. Phillips has been NARPM’s Acting Executive Director since September and has demonstrated her ability to lead NARPM into the future.”

Through the partnership, OMG will provide NARPM with a full range of management services, including executive and administrative support, financial management, meeting management, marketing, communications, and membership services.

Organization Management Group is one of only 11 firms in the world to have earned Charter Accreditation from both the Interna-tional Association of Association Management Companies and from the American Society of Association Executives. OMG has a staff of 30, with offices in Virginia Beach, Chesapeake, and Newport News. OMG currently serves eleven national, state, and regional associations on a full-service or project basis.

For more information about Organization Management Group, Inc., visit www.managegroup.com or call President Mike Reitelbach at 757-473-8701. To learn more about the National Association of Residential Property Managers, visit www.narpm.org or call 800-782-3452.

NARPM Selects Executive DirectorNARPM Selects Executive DirectorWith Organization Management Group, Inc.

The latest news and upcoming events...

Member services and up-to-date chapter member and affi liate listings...

Cool apparel and merchandise from the NARPM store...

Where can you fi nd it all?At www.narpm.org!

There is a wealth of information right at your fi ngertips at the NARPM website! Learn about NARPM’s mission and goals. Download forms for education classes and event registrations. Find out more about all of NARPM’s designations in-cluding RMP®, MPM®, and CRMC®. Log on now!

www.narpm.org

janissue.indd 4 12/22/2005 9:54:51 AM


Whether we like it or not, keeping track of our owner’s finances is an ex-tremely important part of what we do as professional Property Managers. We are entrusted with safeguarding the financial interests of our owner’s investment. Some of us are entirely intimidated by such words as Cash Flow, Accounts Receivable, Balance Sheet, etc. However, because these terms, and many others, are so integrated in what we do for a living, let’s take a few minutes and discuss Accounting 101.

Why do we need and/or have accounting (bookkeeping) in Property Management? The number one reason would be that our owners expect it. They want to know how much money (rent, dues payments, etc.) we collect and how much we spend. They want to see a growth in their investment. Without some kind of written visual report, it would be very difficult to show them what they need to know. A Property Management company’s reputation can balance on just how effective it is with the financial reports to its owners. Sure, our owners want us to rent out and maintain their properties, but they also expect accountability of the monies that are used to perform these services.

Accounting in Property Management has three phases; recording financial transactions, reporting financial transactions, and analyzing financial transactions. Recording financial transactions involves accounting for the cash taken in and the cash paid out (rent collected and bills paid). Reporting financial transactions involves the financial statements that we provide our owners. These statements are used to indicate the financial health of a property. Analyzing financial transactions allows the Property Manager, as well as the owner, to make decisions regarding what is happening at the property. Is the rent paying all the bills? If not, what needs to be done to correct the situation? Why was so much spent on a particular item? Are we seeing the same expenses time and time again? Maybe we notice a lot of roof repairs lately due to exces-sive leaks. Could it be time to replace the roof?

In order to perform each and every phase of accounting, a Property Man-ager should be familiar with the following accounting terminology:

• Accounting – Monitoring the flow of income and expenses by classifying financial transactions (charting). There are three types of accounting methods: • Cash Basis – Income and expense is declared when received and/or spent. • Accrual Basis – Income declared when earned and expenses declared when incurred. • Modified Accrual Basis – A mixture of the cash and accrual basis of accounting. Some items will be charted on a cash basis (i.e. utilities) and some on an accrual basis (i.e. insurance and real estate taxes).• Chart of Accounts – A numbering system used for classifying financial transactions. The chart of accounts is central to accurate information and can be customized to each owner’s needs.• Revenues – Flow of funds into a property (i.e. cash, receipts, rent, etc.)• Expenses – Flow of funds out of a property (i.e. payments, disburse- ments to owners, etc.)• Accounts Receivable (A/R) – Revenues to be collected and money owed to the property/owner.• Accounts Payable (A/P) – Revenues to be paid out and/or money owed to someone/something else such as debts or loans on a property.

Note: In the accounting world, we call A/R and A/P “short term” issues. In other words, they are settled during the current accounting period and generally within one year.

• Asset – What is owned and owed to you. This will be in the form of cash, A/R, property, and loans made to others. Assets are an owner’s economic resource should they need funds in the future.• Liability – What is owed to others. This will be in the form of a debt or obligation, A/P, and loans.• Equity – The owner’s investment and/or net worth.

Note: Assets, liabilities and equity are balance sheet terms.

• Balance Sheet – Just what it says, everything must balance. Assets equal liabilities and owner’s equity (net worth). A balance sheet is a quick snapshot of an owner’s financial stability.• Profit and Loss Statement (revenues & expense, income & expense) – Summary of financial activity for a given period of time. Shows how profitable a property/business is after all the bills are paid. The idea is for a property to demonstrate a positive net operating income (NOI), that is, money left over after all of the bills are paid. In its simplest form, NOI can be used to estimate the property’s value.• Cash Flow Statement – A twelve-month spreadsheet showing a month-to-month picture of the flow of money through a property.• Budget Variance Statement – A financial statement that compares what you expected to receive/spend with what was actually received/spent.

Note: A balance sheet, profit and loss statement, cash flow statement, and budget variance statement all make

up the financial statements that can be sent to an owner on a monthly, quarterly, or yearly basis.

• General Ledger – Using the Chart of Accounts, a record of all the financial transactions that have taken place on a property. It is double entry accounting where debits must equal credits. Debits increase assets and decrease liabilities & equity. Credits increase liability and equity and decrease assets.

As you can see, there is a lot to learn and remember in Accounting 101. Everything we do in Property Management hinges on how well we report to our owners. The information that I have provided for you here is very brief. If you aren’t comfortable with the terms, financial statements, and actions of accounting, I highly suggest you take a course. Our owners expect us to know what we are doing with their money.

Vickie Gaskill, CPM®, ARM®, RMP® began her career in Property Management in 1986 as a bookeeper at Bell-Anderson and As-sociates, Inc. After becoming a Property Manager with Bell-An-derson, she and her husband, Tim, purchased the company in September 2002. Vickie has earned the designations of Certified Property Manager (CPM®), Accredited Residential Manager

(ARM®), and Residential Management Professional (RMP®). Vickie and Tim have two daughters (also in the business) and one unbelievable grandson with two more on the way!

Accounting 101Accounting 101by Vickie Caskill, CPM®, ARM®, RMP®

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Spread the Knowledge at NARPM’s 18th Annual

Convention & Trade Show September 27 – 30, 2006 Burlington, Vermont

Featuring:Professional Guest SpeakersGeneral SessionsWorkshop Breakout SessionsVarious Educational TracksRMP® and MPM® Designation ClassesNetworking and a whole lot more!

Convention Brochures Coming in June 2006

Early Bird Registration Fee of ONLY $395.00

Hotel: Discount Convention rate $139 (single/double/triple/quad) Call 800-325-3535, to book reservations prior to September 1, 2006.Mention NARPM to receive the discounted hotel rate.

The Sheraton Burlington is the most highly awarded Sheraton in North America. Conveniently located in one of the most beautiful locales in America, Burlington, Vermont, the hotel is just 5 minutes from Burlington International Airport, 15 minutes from the Amtrak station and a scenic drive from many cities in the northeast corridor.

For additional information contact NARPM at 800-782-3452.

Sheraton BurlingtonHotel & Conference Center870 Williston RoadSouth Burlington, Vermont 05403www.sheratonburlington.com

janissue.indd 6 12/22/2005 9:55:00 AM


“People who are resting on their laurels are wearing them on the wrong end.” -Malcolm Kushner

Resolve to leave the mistakes and successes of the past in the past and focus on learning something new and exciting today! Everyday is a new day with new opportunities.

“Unexpressed competence appears much the same as incompetence.” -Jay Hall

Resolve to express your ideas and thoughts openly, honestly, and without fear.

“The less you talk, the more you’re listened to.” -Abigail Van Buren

Resolve to express yourself only when there is something to express.

“Tell the negative committee that meets in your head to sit down and shut up.” -Kathy Kendall

Resolve to reap the benefits of wisely chosen self-talk.

“Sacred cows make great steaks.” -Mark Twain

Resolve to examine every possibility, no matter how sacred or silly it may first appear.

“The aim of the great leader is not to get people to think more highly of the leader. It is to get people to think more highly of themselves.” -Bob Moawad

Resolve to push new leaders enough so they will try, offer necessary counsel to ensure their success, and believe in them until they can believe in themselves.

“Most of the trouble in the world is caused by people who want to feel im-portant.” -T.S. Elliot

Resolve to examine your reasons for action and strive to steer clear of the ego-maniacs and the effects of their actions.

“Asking for help is not a weakness, it is a strength.” -Martha Manning

Resolve to be strong enough to ask for help and wise enough to accept it upon delivery.

“It IS as bad as you think and they ARE out to get you.” -excerpt from a Co-edikit Postcard

Be sure and renew your NARPM membership. It will educate you, support you, and keep you sane!

Betty Fletcher, MPM® is owner and principal broker of Fletcher Property Management, CRMC® in Little Rock, Arkansas. She is the founding President and active member of the Central Arkansas Chapter of NARPM – the 2005 Chapter of the Year. On the na-tional level, Betty serves as Treasurer and Editorial Chair.

Success Resolutions for 2006Success Resolutions for 2006by Betty Fletcher, MPM® “The

crisis of yesterday is the joke of tomorrow.” -H.G. Wells

Resolve to determine how important today’s crisis will be 100 years from now. Remem-

ber that perspective is gained with distance.

“The people who shape our lives have

the ability to communicate a vision or a quest or a joy or a mission.”

-Anthony Robbins

Resolve to enhance your communication skills. Then you can become the one to shape

the lives of those around you.

janissue.indd 7 12/22/2005 9:55:13 AM


I developed a love for books and reading when I was a small child. My favorite books were The Little Engine That Could and the Peter Pan series. When I was four years old, I had polio and the story of the little engine always saying, “I think I can, I think I can” inspired me to meet the challenges that faced me in those early years. The stories about the adventures of Peter Pan became a creative outlet that allowed me to dream about the possibilities life had to offer. They taught me never to stop dreaming.

As I matured, I enjoyed reading murder mysteries and 18th Cen-tury novels. When I became a business owner, I began to seek out books that provided information to improve my understanding of the business world and to sharpen my skills. When I find a worthwhile business book, it becomes required reading for everyone in the of-fice. It is a way for the staff to learn the information and help develop a shared vision for how we can implement new ideas to improve our services, systems, and profits. When I became an instructor for NARPM, I started sharing these books with members who attended the classes. As a result, I have been asked to share some of these books with the rest of our membership and encourage our members to share helpful books as well.

I am going to start with three books that I have found make a big dif-ference in understanding the things I need to stop doing and change to make things better. I have read that one of the reasons businesses struggle and often do not succeed is that the leader will not let go of concepts, staff, or systems that don’t work. Change is difficult for all of us, so my first book to recommend is Who Moved My Cheese? by Spencer Johnson. M.D. This book has become required read-ing for most company mangers because it truly impacts how the reader values, accepts, and embraces change. Because change can be uncomfortable and scary, the author tells a simple parable about two people, Hem and Haw, and two mice, Sniff and Scurry, while revealing profound truths about change. The book only takes about an hour to read and is full of thought-provoking realities. I do not know of anyone who has read it and not had his/her views on change changed forever.

My second book is Good To Great by Jim Collins. The cool thing about this book is that it was based on actual data compiled from the top companies on the Fortune 500 list that are great (only 11) because of their achievements. It raises some important business questions. Do you know good is the enemy of great? Are you aware of the attributes that really make a great leader? Do you know what makes a great company and what you can do to become one too? This book will answer all of those questions and more. The book will help any leader focus in on what is important and select only those opportunities that advance the business. This ability is based on hav-ing a hedgehog concept that will become your guide for making wise choices. This concept is based on simplicity. It requires taking three key dimensions of one’s business and creating a crystal-clear concept of what you do best, what drives your economic engine, and what you are deeply passionate about. But in order to do this, one has to have a climate where the truth can be heard. It is compelling stuff when you analyze all of the elements that make up a great company.

My third book is the E-Myth Revisited by Michael Gerber. It is a marvelous book that explores the three kinds of personalities neces-sary to balance operating a business. It also gives insightful informa-

tion on how to determine what stage a business is in, explains what strategies are important for growth, and how to plan for success. It follows the story of a small business owner struggling to get through the day, ready to quit. If you have ever wondered why 40% of all small businesses fail within the first year, 80% within the first five years, and 80% of those within the second five years - this book will make it clear. The one point this book keeps driving home is that it is as important to work ON your business as it is to work IN it. This book has helped me make better decisions regarding personnel and has made me committed to scheduling time every month with key personnel to work on the business away from the phones and inter-ruptions. We use a prepared agenda and work from an action plan to keep us focused on important goals. We review our financial reports to look for trends. This book even motivated me to take a class at a local community college to better understand my company’s financial reports and which ones are essential for giving me the most useful information. As I kept reading, the story of the experiences the small business owner was going through were so amazingly accurate, I did not want to put the book down because I had to know what hap-pened next.

These books are all about the big picture. They aid the reader in see-ing the forest from the trees. They help explain the past, define the present, and help one to see what is possible for the future. Having the knowledge to know what you want and how to get there is pretty powerful stuff.

If you have a book you have enjoyed learning from and been inspired to change by, I would like to hear about it. Please e-mail the name and author of the book, a brief description of its contents, and how it helped you to [email protected]. It may be included in a future column so please include your permission to print your name and company in your e-mail.

Suzanne Cameron, MPM®, from Around the Clock, Inc., CRMC® in Kent, WA, is a former NARPM National Director, the 2005 Certifica-tion Chair, and a founding member of the King County Chapter.

“Knowledge is Power” Reading Corner“Knowledge is Power” Reading Cornerby Suzanne Cameron, MPM®

janissue.indd 8 12/22/2005 9:56:45 AM


My rental bag is always packed and ready to go. It usually resides in the trunk of my car so I don’t even have to look for it as I hurry out the door for a showing appointment, (except the day when it disappeared between my seats which lead to an all-out panicked search as I envisioned the horrific bill to the lock-smith!)

Let’s take a peek inside my rental bag to go, appropri-ately covered with a little house motif. First is the large side zippered pocket where all the keys and/or garage door openers to the available properties reside. Inside the main compart-ment of the bag is the rental list of available properties

with general location, property address, rent, deposit, amenities, contact information, and cross streets listed for each. Included is a file with applications attached to the rental policies sheet and the rent roll with all my properties listed, tenant’s names, and contact information. Inside that same compartment is also my Locaide (street atlas), business cards, directions to access my voice mail at the office, as well as emergency contact numbers for my maintenance man and lock boxes.

With everything in one place and easily accessible, I waste no time in getting out the door to show one of my available properties. If I need to contact a tenant or an owner while waiting for a prospect to show up, I have everything at my fingertips. When a prospect wants to see other properties on my list, I am prepared. My organized rental bag to go is also available to anyone covering for me during my absence. All the contact information is there in the bag, including instructions on how to retrieve all my voice mails and contact my maintenance man.

For those of us frustrated by technology, with batteries that lose charge and tiny appliances that hide themselves everywhere except where they are supposed to be, having my handy bag at my fingertips certainly helps me feel organized and in control.

In these days of multiple showings, before any renting takes place, every minute of our busy day counts, so this is one way I maximize my time.

Andrea G. Caldwell, MPM® is the Property Manager for Century 21 Alpha in San Jose, CA where she manages single-family and small multi-family town homes, condominiums, and homeown-er’s associations. A past NARPM National President, Andrea has learned to gracefully coordinate her duties as a Property Manager, wife and mother, and caretaker to her three dogs, two goats, horse, and rabbit!

Mark Your Calendars!January 18-21, 2006

Leadership SymposiumInterContinental Hotel, Dallas, TX

January 21, 2006Texas, Arkansas, Louisiana, New Mexico, and Oklahoma

Regional ConferenceInterContinental Hotel, Dallas, TX

February 20-22, 2006Colorado State Conference

Longmont, CO

March 9-12, 2006NW Regional Conference

Seattle, WA

April 2006Virginia State Conference

April 24-26, 2006California State Conference

Sonoma, CA

May 18, 2006Hawaii State Conference

Kailua-Kona, HI

Contribute to the Residential Resource!

Help us keep you and other members informed by writing an article that shares your story, experience, or expertise. It is easy to submit! Just e-mail your submission for review to [email protected] in Word or text format.

Issue Submission Due DateMarch January 15, 2006April February 15, 2006May March 15, 2006

My Rental Bag To GoMy Rental Bag To Goby Andrea G. Caldwell, MPM®

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Does this scenario sound fa-miliar? The resident is in your face, venom spewing. He is so angry that his face is red, his eyes are bulging, and the veins in his neck are pulsating. Before you can gather your thoughts or say a word, the four letter words and name-calling begins.

How would you react?

Human beings typically respond in one of three ways; some behave in kind; they cuss, you cuss, they threaten you, you threaten them, they whine, you whine. Some of us might simply give in, ”Whatever you want, we will do, we do not want you to be mad at us.” And some of us simply want to escape,

”Please step out of my office, lose my phone number, I have to leave now, excuse me while I go hide.” Your choice of behavior typically comes from conditioning (both from childhood and adulthood), and lack of thinking before speaking and behaving. Our reaction comes naturally, but that doesn’t mean it’s effective.

Sadly, none of those behaviors work! Our goal in this situation is much more than soothing the savage beast, more than calming them down, and more than making them happy. Our goal is to keep them living there, paying rent, and referring their friends! And it takes training, attitude changes, and a refocusing on that goal to make it happen. Each team member has to see the benefit of better handling of our customers when they are unhappy. Sometimes we have to suf-fer in order to put different behaviors in place.

Several years ago, the Dallas Morning News reported that an unhappy resident shot a manager and assistant manager (that is more suffering than anyone should have to experience.) I had an opportunity to talk with the supervisor and learned that a complaint turned into a shout-ing, threatening, cursing match, with the staff participating as much as the resident. My question remains, “I wonder if it would have turned out differently if the team members had used a little psychology, some soothing words, and had kept their cool?”

So how do we change and get others to change in order to keep happy, satisfied residents? The practice of these few rules will make a huge difference:

1. Do NOT react. Take a deep breath and ask yourself, “Is what I am about to say going to make this better or worse?” If the answer is worse, do not say it! Weigh and measure your words before speak-ing. If you do not, you will find yourself saying, “I wish I had not said that.”

2. Never speak when you are feeling a physical reaction to what the customer is doing or saying. If your hands are shaking, you feel your face flushing, your guts are grinding, and your heart is racing, slowly and silently count to ten. Call a mental time out, take some notes, and stay focused on your goal.

3. Disarm them by doing the opposite of what they are trying to pro-voke and are expecting. Listen, nod, and acknowledge their feelings by saying, “I see that you are really upset about this and I would be also. Let’s see what we can do about it right now.”

4. Do not take it personally. They really are not mad at you, but at the situation, at life in general. You do not always know the whole story of what is going on in their lives that makes them get so easily upset. Make it another goal to try and give them a better day, a more positive feeling about you, the property, and your company.

5. Use words that are proven to soothe. I call them ‘magic’ words. “You are very important to us.”“I would be upset if it happened to me.”“Let me write this down so we can get right on it.”“Let’s put our heads together and come up with a solution.”

6. And remember, never try to out shout, use foul language or cor-rect them for theirs, make them feel small, or demean them. This does not mean that you should ever take physical abuse or that verbal abuse should continue after you have made every effort to calm the resident and have kept your cool. Sometimes it becomes necessary to say, “I have offered everything possible that I know of to help you. Perhaps we should both think on this for a while. I will make some calls and let’s get back together by phone in half an hour.” Choose your words based on the degree of the problem’s severity, the urgency of the situation, and level of the customer’s hostility.

Bottom line: Challenge yourself to be a peacemaker; make every effort possible to calm and soothe. Remember, in order for one of you to win, one of you has to lose. Make every resident contact a win/win.

Anne Sadovsky, CSP, CAM, RAM, was a featured speaker at the 2005 NARPM convention in Salt Lake City. She is the owner of a Dallas based marketing, consulting, and seminar firm. A widely published author and a popular guest on ra-dio and television talk shows across the nation, Anne’s suc-cess story has been written about in many newspapers and magazines including Money Magazine, Texas Business, and Ladies Home Journal. She is affiliated with numerous busi-

ness and professional organizations including the National Speakers Association, where she holds the prestigious designation of Certified Speaking Professional. Contact Anne for more information via e-mail [email protected] or by phone 1-866-905-9300.

How to Take the “Cus” Out of CustomerHow to Take the “Cus” Out of Customerby Anne Sadovsky, Certifi ed Speaking Professional, CAM, RAM

janissue.indd 10 12/22/2005 9:56:53 AM


Having to manage a difficult employee is never fun and can be the most challenging part of your responsibilities as a Property Manage-ment professional. This article will address a step-by-step way to consistently and confidently handle the most challenging employee situations. How you handle a difficult employee will send a strong and powerful message to those who still work for your Property Man-agement company.

Addressing the problem When you first realize you are having a problem with one of the members of your Property Management team, bring this individual behind closed doors and discuss your specific concerns. The conversation should be brief and to the point, making certain your employee understands the concerns you have and the improvements you expect. Be specific with your comments and only address the business concerns you have, setting aside any personal issues. Always look to support this member of your team in any way possible with the intention of a positive outcome.

Tip From The Coach: Since this is the first meeting you are having with your employee to discuss your concerns, take notes during this meet-ing, record the date on your notes, and place them into this person’s employee file. This will serve as a reminder of the problems you ex-pressed during this meeting and will document the first time you asked this employee to specifically improve their performance. To furthur clarify your expectations, this first meeting is also the perfect time to review together the person’s written job description.

Continuing problems If similar problems persist with this same employee, bring the individ-ual, again behind closed doors, and present a written memo recap-ping your concerns. In this memo, list the date of your first meet-ing, when you discussed your initial problems with this individual’s performance, and list the specific areas they need to improve upon. Remember, when you are requesting improved performance, the im-provements must be measurable and must have a time frame or date when these improvements will be measured and reviewed again.

Tip From The Coach: After you present your written memo outlin-ing your concerns, have your employee sign and date this document which validates the points discussed during this meeting. In your memo, be certain to include the words, “Failure to improve your performance, may lead to termination.” This makes your intentions perfectly clear. Of course, always consult with your immediate super-visor, your human resource department, and your legal counsel, prior to presenting your memo, so everyone is in the loop.

Terminating this employee If necessary, termination of this employee may be required. If so, make the termination swiftly. This person’s attitude can be detri-mental to the morale of your Property Management team and their attitude might be affecting those around them. A termination meet-ing should be done at the end of the day so this person’s departure will not disrupt others. Lastly, make certain this termination meeting is brief, state exactly why this person is being terminated, and have all final paperwork ready to be signed.

Tip From The Coach: Sadly, the termination of an employee is not a pleasant part of being in Property Management. On a positive note,

take the time to analyze what went wrong and look for possible solu-tions. Ask yourself, “Was this person the perfect fit for the position? Did we give this person proper training? Could I have done anything to change the course of this situation?” In asking these questions, sometimes very positive improvements can be made. Employee terminations and the investment to hire a new person is expensive and should not be taken lightly.

Ernest F. Oriente, The Coach, is the founder of PowerHour®, a professional business coaching/recruiting service and the author of SmartMatch Alliances™. Since 1988, he has spent 18,030 hours delivering customized training by telephone, in leadership, tradition/Internet marketing and sales for Property Management companies, apartment locator/corporate housing services and multi-housing sales/service compa-nies worldwide. PowerHour® specializes in global distance

learning by telephone, using their state-of-the-art conference call system for interactive and dynamic TeleForums. Twice-monthly, TeleForums link 10-100 executives/professionals/individuals who are geographically dispersed, in a time efficient and profitable format. PowerHour® is based in Park City, Utah, at 435-615-8486, by e-mail [email protected] or visit their TeleForum website: www.powerhour.com. To receive a FREE Property Management suc-cess newsletter, with subscribers throughout North America, send an e-mail to: [email protected]. Recent PowerHour® articles have appeared in 4500+ business/trade publications and websites.

How To Manage a Diffi cult PropertyHow To Manage a Diffi cult PropertyManagement EmployeeManagement Employee by Ernest F. Oriente, The Coach

janissue.indd 11 12/22/2005 9:56:55 AM


Chapter NewslettersCourtesy of HomeRentals.net, LandlordSource.com,

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janissue.indd 12 12/22/2005 9:56:57 AM


As the New Year arrives, “Big D” is calling on all leaders to “round up” their posse and “get down” to Texas for a rip-roaring good time at the Fourth Annual Leadership Sympo-sium on January 18-21, 2006 at the fabulous InterContinental Hotel. Don’t miss the three Designation classes, the Ethics class, and nine dynamic workshops - all led by some of the best educators on this side of the Red River.

Jeff Crilley, our #1 Fox 4 news reporter, will spread the gospel of his 23 years in television reporting about how to be a leader in your field. He will show us how to be-come the “expert” that reporters will call for a quote. He will also give us ideas guaranteed to get coverage, how to write a killer press release, what to say during interviews, how to hold a news conference the media will love, and how to combat nega-tive news.

The nine dynamic workshops include:

1. Cary Efurd, RMP®, the recipient of this year’s “President’s” award, will teach you how to create excite-ment within your NARPM Chapter.

2. Chandler Scarborough, the technology guru, will show us how technology can help us get more done in less time.

3. Chuck Warren, RMP®, from NARPM’s fastest growing chapter in Virginia, will share ideas on how to grow your chapter.

4. The Central Arkansas Chapter will teach you how you too can achieve “Chapter Excellence” and “Chapter of the Year.”

5. Robert Winger, MPM®, who helped create NARPM’s largest Chapter Affiliate Program for Sac-ramento, will share his spectacular ideas on recruiting vendors and rais-ing money for your chapter.

6. Dave Christensen, 2005 “Rocky Maxwell New Member Achieve-ment” award winner, will show us hands-on how to create and main-tain a chapter website.

7. Susan Albern, MPM®, 2006 Mem-bership Chair, and Suzanne Camer-on, MPM®, 2005 Certification Chair, will help us revitalize our chapter meetings.

8. Ed Thomas, CMCA, AMS, & PCAM, will teach us about emerging trends in the Real Estate Industry.

9. Melissa Prandi, MPM® & Past President, will inspire us by talking about ways to promote your chap-ters and add members.

Make your reservations TODAY to help “Spread the Knowledge” of NARPM! Don’t be left behind or you might miss a chance to see Willie Nelson & the Boys!

janissue.indd 13 12/22/2005 9:57:15 AM


Welcome New Members!Welcome New Members! Members that joined NARPM from November 1 to November 30, 2005

New MembersDonna AlizioSouthwest Classic Realty Mgmt.4041 S. McClintock Drive, #303Tempe, AZ 85282480-456-8794 Tammy BillingtonRE/MAX Achievers3200 West Ray Road, #130Chandler, AZ 85226480-963-2222 G. Scott BissetPasco Properties, LLC803 West Main StreetCrisfield, MD 21817410-968-3700

Faith BlountHome Pointe Property Mgmt.PO Box 221660Sacramento, CA 95822916-429-1205 Richard J. BurkeClassic Homes Realty, Inc.1239 South US Highway 27Clermont, FL 34714352-394-1473 Ester E. BurleyNorth Woods Realty, Inc.340 Highway 101 NorthCrescent City, CA 95531707-464-7355

Earl L. Byers IIRE/MAX Allegiance575 Lynnhaven Parkway, #100Virginia Beach, VA 23452757-217-1921 Paula J. ClouseSundance R.E. & Investment1158 North West Cacha RoadLawton, OK 73507580-353-3533

Deni ColePrudential Contact Corp.507 31st Avenue SWPuyallup, WA 98373253-848-7790

Ramona ConantA Plus Property Mgmt, LLC219 Emerson

Kansas City, MO 64093 660-429-6042 Kimberly A. CraggCragg Managment, Inc.8917 Sumner Grove DriveLaurel, MD 20708301-210-5251 Jean FlanneryChampions Management9210 Lee AvenueManassas, VA 20110703-335-9029

Richard FlebbeILC International, Inc.765 Amana Street, #400Honolulu, HI 96814808-951-4177 Linda FogartyMarie Hansen Properties, Inc.98-1760 Kaahumanu, #53CPearl City, HI 96782808-593-2725 Cynthia L. FriggeMKAT Properties2412 East Chicago StreetCaldwell, ID 83605208-455-4442

Jennie GerardGerard Real Estate2810 South 27thAbilene, TX 79605325-690-1020 Kathleen GondellaGuardian Angel Property Mgmt. 3342 West Salter DrivePhoenix, AZ 85027623-329-0125 Ruby GonzalezA.T. Smith & Co.8790 W. Colfax Avenue, #103Lakewood, CO 80215303-233-3976

Jennie B. GreenKeller Williams-Texas Gulf103 Circle Way, Suite ALake Jackson, TX 77566979-285-9000 Jorgette KrsulicColorado Casa Realties965 Pico PointColorado Springs, CO 80906719-227-7200 Rebecca A. LauzonHome Pointe Property Mgmt.PO Box 221660Sacramento, CA 95822916-429-1205

Deborah LentzArrowRock Property Mgmt., LLC967 East Parkcenter Blvd., #184Boise, ID 83706208-336-0034 Mark LoaizaBennett & Associates, Inc.204 South Main StreetMoscow, ID 83843208-882-5484 Robert LubeckWoodward Properties92 Summit AvenueSummit, NJ 07901908-598-0155

Angelilea MahleHP Property Services5896 South Land Park DriveSacramento, CA 95662916-429-1305 Paul MatthewsColdwell Banker Bermuda RealtyPO Box HM 1886Hamilton, BR HM HX441-292-1793 Ronald McCallisterMeridian Realtors4505 100th Street EastTacoma, WA 98446253-536-3133

Bob MelcherPrime Properties17177 Preston Road, #190Dallas, TX 75248214-432-1974

Ausra PadalinoFirst Rate Real Estate4545 West 67Chicago, IL 60627773-767-2400 Mary L. PintoLarry Parent Real Estate, Inc.104 Webster StreetMonterey, CA 93940831-373-0405

Laurie RivoirSherman & Boone Associates1260 41st Avenue, Suite CCapitola, CA 95010831-464-5052 Jaclyn M. SalazarBill Ramsey Inc.08-211 Palimomi, #625Aiea, HI 96701808-487-8700 Stacy L. SolomonA Plus Property Mgmt., LLC1019 Bedford DriveWarrensburg, MO 64093660-429-6042

Gedeon ThomaidisDelta Property Management203-205 East 28th StreetBaltimore, MD 21218410-235-3158 David WhitleyWilliam E. Wood763 J. Clyde Morris BoulevardNewport News, VA 23601757-599-5417

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AFFILIATE MEMBERS LISTED BY SERVICES

BUSINESS PRODUCTS & SERVICESArmaninn McKenna, LLPBlack Ink Insurance Services, Inc.Company GearDivision Access ControlHRA SolutionsImagepro On HoldLandlordSource.comOliphant Financial CorporationPayChex, Inc.PayLease, Inc.Peachtree Business ProductsProfessional Office Services of Idaho, Inc.RG AmericaStarker Services, Inc.Tem Real Estate, Inc.Tenant Plus CorporationThe Bain Group, Inc.The Original On Hold CompanyThe Real Estate BoardTop Answer CommunicationsUnibindVairo & Associates, Inc.

INTERNET TOOLS123RentAHome.comAll Property ManagementAmericas Best Real Estate EducationAudioVu.comEscapia, Inc.HomepaigesHomeRentalAds.comHomeRentals.netInfo on the WebInteloQuenceLease Place, IncMarly Realty, Inc.Payment Solutions, LLCProperty Bridge, LLCQuinn Marketing, LLC Rent One OnlineRent.comRental Alliance, LLCRental Home Investor, LLCRentalHouses.comRentalSource.comRentBlurb.comRentClicksRentSurfing.comRunzheimer International Ltd.

LEGAL SERVICESDavis Rothwell Mullin Earle Law Offices of Heist, Weisse & Lucrezi, PALaw Offices of Demartini & Walker

MAINTENANCE1-800-Water Damage1800HomeRepair.comA All Animal ControlAir Temperature ControlBlusky Restoration Contractors & ConsultantsBuilding Specs, Inc.CitrusolutionCarpet CleaningCoit RestorationCutting Edge Painting, Inc.Demi Murphy DesignEnviroCare, Inc.Glass Works Inc.Gutter Love It!Handyman MattersHandyman Matters of Central KentuckyHild Renovation CompanyHome Services of AmericaHumidex AtlanticKMH Technologies, Inc.Mr. Electric of Tarrant & ParkMr. GoodbarOnSite PRO, Inc.Power Lift Foundation RepairRoyal Plumbing CompanyServicemaster of SeattleServpro of ArvadaServpro of GilbertSherwin-Williams CompanySouthwest Catastrophe & RestorationTankless Hot Water

MARKETINGElite OccasionsHome Management Network, LLCOn-Hold Concepts, Inc.Red Door Christian InvestmentsRent.comCentury 21 Grisham - Joseph

SOFTWAREEFC SystemsLogicbuilt, Inc.London Computer Systems, Inc.PROMAS Landlord Software CenterProperty Automation Software CorporationPropertyBoss Solutions, LLCTracker Systems, Inc.Winning Edge Software, Inc.Yardi Systems

TENANT SCREENING700Credit, Inc.Apex Property Management, Inc.Clear ScreeningContemporary Information CorporationCredit RetrieverFederated Management Group, Inc.RentGrow, Inc.Residential Asset ManagementSecurintSummit Real Estate Services, LLCTenant Check, Inc.

FutureHelp in Building the

of NARPM!

NARPM needs a tag line and we want YOU to submit ideas!Come up with a broad theme that excites and works for multiple audiences (landlords, tenants, property managers, etc.) This is not a mission statement so be creative!

The tag lines will be judged by a committee and the winning tag line will be presented at the 2006 Convention in Burlington, Vermont. The winner will receive $500 NARPM dollars to be used any way they choose - on classes, merchandise, conventions, mem-bership dues, etc.

All entries MUST BE received by June 1, 2006. There is no limit to the number of entries per person so send in as many as you like to [email protected].

“The Voice For Real Estate” -National Assciation of Realtors®

“Fly The Friendly Skies” -United Airlines

“When You Care Enough To Send The Very Best” -Hallmark

This Editor’s Inquiring Mind Wants to Know! by Betty Fletcher, MPM®

Rumor has it, within NARPM circles, that I ask a lot of questions. Where do you think that comes from? It seems that I learn best by asking questions. Aren’t most of us the same way? As a Property Manager, I want to be both effective and efficient. Who doesn’t? It is a well-known fact that NARPM has the best education available, real life and in the classroom, on Property Management. Why not learn from the best? As 2006 Editor of the Residential Resource, this seems the per-fect opportunity to give my inquiring mind free rein. Of course, in the sharing spirit of NARPM, all those great answers will be shared with each of you! Doesn’t that sound like a win/win situation? Alrighty then, let’s get started!

We have all heard it…time is money! With that thought comes the question, “What procedures or time saving tips have you put into place in your office to save you time and/or money?” I posed this question to Past President Andrea Caldwell, MPM® of San Jose, CA who quickly responded with an article about her “Rental Bag To Go” – see page 9. Who hasn’t arrived ready to show a property only to find yourself without an application, a key, an alarm code, or worse yet - alone (prospect never showed) and there you are, without their phone number! So, how much is your time worth?

Sylvia Hill, MPM® of HMS Development, Inc., CRMC® in Monterey, CA offered that using a customized rubber

stamp to keep important information on the front of each Owner, Unit, and Tenant’s folder is a time saver. GREAT IDEA! Even with the most organized of files you can still spend precious time flipping though all that paper looking for a “need it right now” detail. And after all, time is money!

In my small office of three, starting early and leav-ing late had become the norm. And still our desks remained full of unfinished tasks. The weekends were shrinking as I found it necessary to work longer and harder just to stay on top of things. So we changed our lobby hours. Now we are open for business to the public from 9am-12pm and from 1pm-4pm Monday through Friday. Aside from those hours, the front door remains closed and the phone system is on auto-at-tendant. This gives us an extra two hours each day, uninterrupted by walk in visitors and general phone calls. Sweet!

Now it is your turn to “Spread the Knowledge.” Send me an e-mail at [email protected] and share your favorite tips for saving time or money. Then look for your answer to appear in a future Inquiring Minds column. As a matter of fact, you could save some time right now by also including your question(s) to be posed to our group of highly qualified Property Man-agement experts - your fellow NARPM members.

Betty Fletcher, MPM® is owner and principal broker of Fletcher Property Management, CRMC® in Little Rock, Arkansas. She is the founding President and active member of the Central Arkansas Chapter of NARPM – the 2005 Chapter of the Year. On the national level, Betty serves as Treasurer and Editorial Chair.

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Ambassador Program 2005The Ambassador Program was first designed in 2000 to reward our current members for referring new members to our organization. Who better to spread the word of the benefits of NARPM than its members? If you refer five new members in one year, you will receive an award certificate that may be used toward your next year’s dues or for events for the coming year. When you achieve ambassador status and receive your $195 NARPM credit, it can be

used toward your annual dues or registration at a NARPM National Convention. It is flexible! A member can earn multiple Award Certificates in the 12-month period.

• Call NARPM Headquarters at 800-782-3452 to request member application forms. Headquarters, upon request, will mail the application directly to the prospective member but will not fill in the “referred by” line.

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

• When Headquarters receives the fifth new membership application, an Award Certificate will be issued and dated. A recognition certificate will also be issued, and you, the “Ambassador,” will be recognized in the Residential Resource.

November New MembersNew Member

Deni ColeRonald McCallisterFaith BlountRebecca LauzonEarl ByersStacy SolomonRamona ConantAusra PadalinoRobert LubeckJennie GerardEster BurleyJaclyn SalazarDavid WhitleyMary Lynn PintoDonna AlizioJorgette KrsulicTarron Graham

Ambassador Member

Dick JohnsonJohn Parker, MPM®

Robert Machado, MPM®

Robert Machado, MPM®

Tina BradleyRobert Winger, MPM®


Anne McCawley, RMP®

Susan Albern, MPM®


Susan Albern, MPM®

Bill RamseyRenee QuinnCarrie Appling-LakeJohn PrescottPeter Meer, MPM®

Brandy Mayhorn

FEEDBACK WANTED!!The Education Committee wants to improve the quality of your classes and instructors. In order to do that, we need YOUR feedback. When you attend a NARPM education course, please let us know which areas of the course were good and which we may need to improve on. Not able to attend a NARPM education course? Let us know why so that we can try to address those chal-lenges too. Send an e-mail to [email protected]. Your responses will be kept confidential.

NARPMNARPM StoreStorewww.narpm.org - Member Only Section

Show Off Your NARPM Pride! Order NARPM Apparel Today!

Men’s Royal Blue Golf Shirtw/ embroidered white NARPM logosizes S, M, L, XL, XXL $22

Men’s Denim Shirtw/ embroidered maroon NARPM logosizes S, M, L, XL, XXL $35

Women’s Bimini Blue Golf Shirtw/ embroidered white NARPM logosizes S, M, L, XL $22

Women’s Denim Shirtw/ embroidered maroon NARPM logosizes S, M, L, XL $35

Ballcapcream w/ embroidered maroon NARPM logoone size fits all $15

Other Great Items Available:

Brochures Pins

Name Plates Travel MugsPhoto Frames Pen Sets

Business Card Holders Jewelry Boxes

janissue.indd 16 12/22/2005 9:57:23 AM


RMPRMP®®/MPM/MPM®® Certifi cation Classes Certifi cation ClassesInterested in SponsoringCertification Classes?

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

Find out more by calling Peter Meer, MPM®, at 303/322-1550 or e-mailing [email protected]. Peter can provide you with the details you need to make a Certification class a successful venture.

To register for classes, complete the registration form and mail or fax with payment to NARPM Headquarters.

Registration form below is not applicable for Ethics class.

For more information or to receive Ethics registration form, call Headquarters at 800-782-3452.

FEESRMP® ClassesMemberNonmemberRetakeRMP®/MPM®

MPM® ClassesMemberNonmemberRetakeMPM®

*to receive the early registration price, payment must be postmarked,

faxed, or e-mailed 30 days prior to the class.

CLASS INFORMATION• On-site registration begins at 8:00 a.m. Class hours are 8:30 a.m. to 4:00 p.m.• RMP® classes qualify for 6 hours of NARPM certification.• MPM® classes qualify for 12 hours of NARPM certification.• All materials will be given to students on the day of the class.• All attendees are required to make their individual hotel reservations.

CANCELLATION 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.

Due to low registration, a class may be cancelled with 15 days prior notice. If NARPM cancels a class, registration fee could be credited to a future class or fully refunded upon request.

Early Registration*

$195.00$250.00$100.00

$97.50

$395.00$450.00$300.00$197.50

Registration* $225.00$280.00$130.00$127.50

$450.00$505.00$355.00$252.50

RMP®/MPM® Class Registration(Please print or type)Name ___________________________________________________________________________________

Company ________________________________________________________________________________

Address __________________________________________________________________________________

City/State/Zip _____________________________________________________________________________

Telephone ______________________________________ Fax _____________________________________

E-mail ___________________________________________________________________________________

List ClassesName of Class Class Date Cost___________________________________________________________________________ $ ___________

___________________________________________________________________________ $ ___________

___________________________________________________________________________ $ ___________

Total $ ___________

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

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

Visa MasterCard Discover American Express

Card Number _____________________________________________________ Exp. Date ______________

Name of Cardholder _______________________________________________________________________

Billing Address ____________________________________________________________________________

Signature ________________________________________________________________________________I authorize NARPM to charge my credit card.

Two Easy Ways to Register1. MAIL your form with payment to NARPM,184 Business Park Drive, Suite 200-PVirginia Beach, VA 23462

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

Date

Feb. 20, 2006

Feb. 20-21, 2006

Feb. 21, 2006

Feb. 23, 2006

Mar. 9 & 10, 2006

Mar. 10, 2006

Mar. 12, 2006

May 11, 2006

Location

Longmont, CO

Longmont, CO

Longmont, CO

Longmont, CO

Seattle, WA

Seattle, WA

Seattle, WA

Honolulu, HI

Class

RMP® Marketing

MPM® Owner/Client Relations

RMP® Operations

Ethics Class

MPM® Personnel Practices

RMP® Applying Technology

Ethics Class

RMP® Habitability Standards

Instructor

Wallace Gibson, MPM®

Sylvia Hill, MPM®

Mark Kreditor, MPM®

Denny Snowden, MPM®

Ray Scarabosio, MPM®

Sylvia Hill, MPM®

Sylvia Hill, MPM®

Sylvia Hill, MPM®

janissue.indd 17 12/22/2005 9:57:31 AM


184 Business Park Drive, Suite 200-PVirginia Beach, VA 23462

janissue.indd 18 12/22/2005 9:57:32 AM

Safe calling for telemarketing and cold calling · Safe calling for telemarketing and cold calling...

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