frpo may june

T H E V O I C E O F T H E F E D E R A T I O N O F R E N T A L- H O U S I N G P R O V I D E R S O F O N T A R I O

ADAPTING TO APAPERLESS

ENVIRONMENT

DISRUPTIONIN THE AGE OF THE

MILLENIAL

WORKING SMARTER WITH MOBILE TOOLS

HOW TO STREAMLINE, SIMPLIFY AND BOOST REVENUE WITH TECHNOLOGY

PM #

400

630

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MAY/JUNE 2016

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Priority_FRPO_MayJune_2016_FINAL.pdf 1 2016-05-12 8:46 AM

FEATURES

COVER STORY

12 THE NEW AGE OF PROPERTY MANAGEMENT

16 ADAPT OR PERISH: DISRUPTION IN THE AGE OF THE MILLENNIAL

30 SMART MACHINES

18 10 MUST-ASK QUESTIONS FOR YOUR TECHNOLOGY SUPPLIERS

32 RETARGETING FOR THE RENTAL INDUSTRY

21 QUEEN’S PARK DAY 2016 34 CYBER STALKING

24 RTA SEMINARS 34 RELATIONSHIP STATUS: ENGAGED

27 THE CHANGING FACE OF TECHNOLOGY

CONTENTSM A Y / J U N E 2 0 1 6

COLUMNS DEPARTMENTS

5 FRPO’S UPCOMING EVENTS

6 PRESIDENT’S PERSPECTIVE

8 CFAA REPORT

10 SMALL LANDLORD, BIG PROBLEMS

14 ENERGY EFFICIENCY

22 FRPO MEMBER BENEFIT PROGRAM

25 MARKETING & LEASING

26 CERTIFIED RENTAL BUILDING UPDATE

15

24

34

3308

12

3THE VOICE OF THE FEDERATION OF RENTAL-HOUSING PROVIDERS OF ONTARIO

THE FUTURE IS NOW

EDITOR: Lynzi Michal • x22 [email protected]

A PUBLICATION OF:

20 Upjohn Road, Suite 105Toronto, ON M3B 2V9

Tel: 416-385-1100 • www.frpo.org

DIRECTOR OF Lynzi Michal • x22MEMBERSHIP & [email protected]:

SUBSCRIPTIONS & Matthew Blow • x24ADDRESS CHANGE: [email protected]

DESIGNED & PUBLISHED BY:

5255 Yonge Street, Suite 1000Toronto, ON M2N 6P4

Tel: 416-512-8186 • Fax: 416-512-8344Email: [email protected]

PUBLISHER: Mitchell Saltzman • x222 [email protected]

EXECUTIVE EDITOR: Erin Ruddy • x266 [email protected]

DIGITAL & SALES Paula Miyake Pigoli • x263COORDINATOR: [email protected]

SENIOR DESIGNER: Annette Carlucci

DESIGNER: Jennifer Carter

SALES: Sean Foley • x225

Stephanie Philbin • x262

PRESIDENT: Kevin Brown

GROUP PUBLISHER: Melissa Valentini

FRPO IS A MEMBER OF:

Opinions expressed in articles are those of the authors and do not necessarily reflect the views and opinions of the FRPO Board or Management. FRPO and MPH Graphics accepts no liability for information contained herein. All rights reserved. Contents may not be reproduced without written permission from the publisher.

The voice of the Federation of Rental-housing Providers of Ontario

It was 1985 when Marty McFly and

Doc Brown became household names

after “Back to the Future” became a

blockbuster success. When the sequel hit

the big screen four years later, it was hard for

us to imagine that many of the technologies

highlighted in “Back to the Future II” could

and would come true. At the time, personal

computers, gaming devices and high

definition televisions were in their infancy.

How could we envision handheld computer

tablets, video conferencing and our growing

obsession with personal electronics? Now

not all that was portrayed in this futuristic

series of films came to be but it’s not exactly

breaking news that technology has changed

our world and the way we do business over

the last two decades.

The Oxford Dictionary defines technology

as ‘The application of scientific knowledge

for practical purposes, especially in industry.’

To put that in perspective, let’s imagine when

the ‘wheel’ was discovered. The wheel has

long been regarded as the biggest advance

in early technology positively impacting

travel as well as manufacturing. It got the

‘wheel rolling’ per se. In today’s world, we

are witnessing unprecedented growth of

every technology imaginable. The internet

has altered our daily activities. It has changed

the retail landscape where we no longer

need to get into our cars (outfitted with their

own computers and GPS systems, of course)

to purchase personal items. Education has

been impacted in that it’s not necessary to a

attend class in person when we can join an

online webinar and participate in real time

with our fellow students. Or the infamous text

message that allows us to cancel plans much

easier than ever before. It has also changed

the way renters look for an apartment.

Today’s renters are able to scour dozens of

apartments online through websites and

internet listing services equipped with virtual

tours. Renters are able to devise a short list of

prospective apartments without even leaving

the couch.

Whether we like it or not, technology has

infiltrated our society and we are more and more

dependent on it with each passing day. There

are positive and negative aspects to this

of course. Technology has enabled us to

more easily keep in contact with old friends,

colleagues or relatives through social media.

It allows people to run a business from their

smartphone and sell their wares around the

world on platforms like Etsy. It has also helped

us develop water systems for drought ridden

areas or send monetary aid to groups on the

ground of natural disasters by sending a text

message. On the other hand, glance around a

restaurant and take note how many people are

staring at their phones instead of engaging in

conversation. Unfortunately as we conduct more

activities online, we must also now be aware of

identity theft or online predators. Technology

has changed the way we live, the way we

communicate and the way we do business. It

has never been more important to embrace

technology and stay ahead of the curve.

If you haven’t guessed it already, this month’s

theme for FE is technology. It’s a fitting topic

for me since I have successfully transitioned

to working remotely in the last two years with

the help of technology. I have a dedicated

home office two hours from our Toronto

headquarters that has worked out extremely

well. I maintain contact with my colleagues

and attend meetings via video conference;

we employ VPN services to keep connected

to our server and utilize a VOIP phone system

that allows members to reach me via a 416

phone number. Working remotely requires

strict discipline and it’s not for everyone but

many times can actually increase productivity

and employee satisfaction. Technology can be

daunting, but one thing is for sure; it is here to

stay. I hope you enjoy this month’s issue and I

look forward to your feedback.

LYNZI MICHAL

Editor, FE magazine

Director of Membership & Marketing, FRPO

4 FAIR EXCHANGE | MAY/JUNE 2016

EDITOR’S NOTE

CFAA RENTAL HOUSING CONFERENCE 2016June 7-9Westin Prince Hotel, TorontoCanadian Federation of

Apartment Associations is presenting CFAA Rental Housing Conference 2016, which features two days of education sessions, the new CFAA Awards Dinner and the Building Innovations Bus Tour.

Hear Benjamin Tal give his economic update in the new environment of low oil prices and government stimulus, and NHL commentator and leadership expert Greg Millen present cutting-edge leadership strategies. As well, more than 60 industry experts will speak on 30+ topics in 6 streams, including Executive and Investment, Human Resources, Marketing, Leasing, Revenue Management and Building Science.

For more information on the conference, or to register, visit: www.CFAA-RHC.ca. New this year, attend the inaugural CFAA Awards Dinner on June 8, 2016, to see leading landlords compete for:• Employee of the Year• Rental Development of the Year• Renovation of the Year

As well, see rental housing suppliers and associations compete for:• Association Achievement of the Year• New Product or Service of the Year

To enquire about the new CFAA Awards Program and Dinner, please visit www.cfaa-fcapi.org or email [email protected]

JUN15

NATIONAL APARTMENT ASSOCIATION EDUCATION CONFERENCE AND EXPOSITIONJune 15-18

San Francisco, CaliforniaThe 2016 NAA Education Conference & Exposition will be held in San Francisco where more than 9,200 apartment housing industry professionals come together for an exciting, collaborative event. You’ll gain inspiration and motivation from top-name keynote speakers, along with more than 50 education sessions. You’ll also discover the latest products and services with exhibits from 450+ suppliers. The combination of education, networking and deal-making simply can’t be beat.

JUL25

2016 FRPO CHARITY GOLF CLASSICJuly 25, 11:00am – 7:30pmRattlesnake Point Golf ClubJoin us for the annual FRPO

Charity Golf Classic in support of Interval House. This is a great opportunity to network with industry professionals while raising funds for a great cause. Registration is now open and spots are selling quickly. Please register as soon as possible.

SEP07

CANADIAN APARTMENT INVESTMENT CONFERENCESeptember 7Metro Toronto Convention Centre

The Canadian Apartment Investment Conference brings together owners, managers, developers, investors and lenders to provide valuable insights into the multi-unit residential market: how to increase net asset values, and how this sector is performing. Last year’s sold-out conference attracted over 650 attendees. The Canadian Apartment Investment Conference is organized by the producers of The Real Estate Forums, in conjunction with a steering committee of apartment owners, lenders, brokers, and valuators. In keeping with the strong reputation of the Forums, the conference will present high quality speakers on very topical issues at a relatively low registration fee.

SEP07

FRPO FALL SOCIALSeptember 7, 3:00–6:00pm Badali Bar & CucinaFRPO will hold the annual Fall Social immediately following the

Canadian Apartment Investment Conference. This free member-only event is an excellent opportunity to network with other industry professionals and suppliers. More information will be sent to the membership closer to the event.

OCT05

FRPO HOUSING TOUROctober 5, 6:00pm – October 6, 5:00pmDallas, TexasFRPO will once again host the

annual US Housing Tour event. This year’s tour will include 3-4 Dallas properties and include a social event. More information on this event will be released very shortly. Save the date!

NOV30

PM EXPONovember 30, 8:00am – December 2, 4:00pmMetro Toronto Convention Centre

The 28th Annual PM Expo at the Metro Toronto Convention Centre on November 30th – December 2nd, 2016 will be held concurrently with Construct Canada, HomeBuilder & Renovator Expo and World of Concrete Pavilion in the South Building, and IIDEXCanada in the North Building. All shows combined will create The Buildings Show, North America’s largest exposition, networking and educational event. Visit 1,600+ exhibits, including 100+ international exhibitors, bringing the latest in design and construction.

DEC01

MAC AWARDS GALADecember 1, 5:00pm–9:00pmMetro Toronto Convention Centre - Hall FFRPO will celebrate the 16th

annual MAC Awards on Thursday, December 1st in conjunction with PM Expo. This important event attracts 1,000 industry professionals as we award the year’s ‘best in the biz.’ Award criteria will be available in July 2016. Event registration will open in September. Save the date!

This year's award submission criteria will be made available online in early July.

UPCOMINGINDUSTRY EVENTS

JUN07

We are dedicated to our customers and pride ourselves in customer communication.

www.qualityalliedelevator.ca 905.305.0195

QualityAlliedElevator_FRPO_MarchApril_2016.indd 1 2016-03-11 3:18 PM


FRPO UPCOMING EVENTS

In this edition of FE Magazine, we examine

the benefits and impacts that technology

has on our industry. As with many areas

of business, the introduction of advancing

technology has impacted how we do

business, who we do business with, and how

we organize our resources.

Beyond technology, so many other

things have changed in our industry as well,

whether it is from changes in law and legal

decisions, or shifting demographics of our

customers, it requires all of us to challenge

the thinking of the past and move beyond the

ways of the past.

But that is not constant in everything

that affects our industry. What stands out

to me recently is that, despite all the time

and energy being spent by the government

on ways to modernize the rental housing

industry, at the end of the day, it always

comes back to the very simple and long-

standing concept of supply and demand.

Let’s look at the definition of supply and

demand. According to the Merriam-Webster

dictionary, it is “the amount of goods and

services that are available for people to

buy compared to the amount of goods and

services that people want to buy. If less of a

product that the public wants is produced,

the law of supply and demand says that more

will be charged for the product.”

Hmmmmm…could the answer be as

SCOTT ANDISONPresident & CEO, FRPO

PRESIDENT’SP E R S P E C T I V E

THE LAW OF SUPPLY AND DEMANDTackling the affordable housing crisis using this age-old principle

ANNUAL NEW APARTMENT UNIT COMPLETIONS HAS DECLINED OVER TIME

Source: CMHC Rental Housing Starts and Completions Survey

Actu

al R

en

tal U

nits

Co

mp

lete

d A

nn

ual

ly

Year

0

2,000

199

0

199

1

199

2

199

3

199

4

199

5

199

6

199

7

199

8

199

9

20

00

20

01

20

02

20

03

20

04

20

05

20

06

20

07

20

08

20

09

20

10

20

11

20

12

20

13

20

14

20

15

4,000

6,000

8,000

10,000

12,000


housing units, and the number of new units

being introduced into the market has gotten

worse in the last five years than in the five

year term before that.

In the words of the American political

philosopher, John Rawls (1921-2002), “…the

rationality of a person’s choice does not

depend upon how much he knows, but only

upon how well he reasons from whatever

information he has, however incomplete. Our

decision is perfectly rational provided that

we face up to our circumstances and do the

best we can.” (A Theory of Justice, 1971)

Based on this premise, it would be

reasonable to assume that the decisions

by governments of the past, using the

information they had available, would have

appeared to be the best possible choice

available at the time. So relying on that same

premise again, it would also be reasonable to

assume that in the presence of better, more

solid evidence, a different conclusion would

be reached.

Perhaps one could argue that the

evidence available to government decision

makers in the past was incomplete. So what

may have been deemed “reasonable” in

the past could be impacted by new, more

complete information.

That is the basis of our current approach

to government officials, offering up the best

available evidence to demonstrate just how

we can alter the current projections for the

future to ones that put us on the correct

course for a brighter future.

Our main message, more rental housing

creates affordable housing, was reflected

in our advice to government in June of

last year during the consultations on the

province’s Long Term Affordable Housing

Strategy. While we have seen some

recognition in recent government actions

that reflects their understanding of this

concept, it is clear there is more effort

required on our part to help them make

better, more rational choices.

Emerging technology does touch every

facet of our business, but sometimes the

discoveries of the past, like the supply and

demand theory, have long-standing effects

on the future.

We will continue to make sure our industry’s

message gets heard, and how the evidence

clearly supports the advice we give.

0

5,000

2006-11 2001-16

10,000

15,000

20,000

RENTER HOUSEHOLD GROWTH (DEMAND)

RENTAL COMPLETIONS* (SUPPLY)

Source: CMHC Forecast 2011-16, Statistics Canada*Does not include condominiums completed and available for rent

simple as, creating an environment that

encourages the building of more rental

housing, so the cost of rental housing

becomes more affordable?

Well let’s look at what the evidence tells

us.

For the last 15 years, we have not seen the

growth that is required to meet the demand

for rental housing units. In fact, the gap that

CMHC reports between demand for rental

This disclaimer shall apply to CBRE Limited, Real Estate Brokerage, and to all other divisions of the Corporation; to include all employees and independent contractors (“CBRE”). The information set out herein, including, without limitation, any projections, images, opinions, assumptions and estimates obtained from third parties (the “Information”) has not been verified by CBRE, and CBRE does not represent, warrant or guarantee the accuracy, correctness and completeness of the Information. CBRE does not accept or assume any responsibility or liability, direct or consequential, for the Information or the recipient’s reliance upon the Information. The recipient of the Information should take such steps as the recipient may deem necessary to verify the Information prior to placing any reliance upon the Information. The Information may change and any property described in the Information may be withdrawn from the market at any time without notice or obligation to the recipient from CBRE. CBRE and the CBRE logo are the service marks of CBRE Limited and/or its affiliated or related companies in other countries. All other marks displayed on this document are the property of their respective owners. All Rights Reserved.

Consider the following:• Who will represent your best interest?• Who will give your property maximum exposure?• Who will deliver the highest value for your property?

With over 25 years experience, tens of thousands of units sold, and hundreds of clients represented, we have consistently delivered superior results. Through our local and national coverage, we create maximum exposure, ensuring maximum value for your property.

ARE YOU CONTEMPLATING THE SALE OF YOUR APARTMENT PROPERTY?

Please visit our website:www.cbre.ca/nag-toronto

David Montressor*Executive Vice [email protected]* Sales Representative CBRE Real Estate Brokerage Limited

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$22,750,000 5 Rittenhouse Road Kitchener, ON $216,667 per suite105 Suites

PRESIDENT’S PERSPECTIVE

BY JOHN DICKIE, CFAA PRESIDENT

Released on March 22, Budget 2016

includes much in the way of new

spending, but little in the way of tax

relief or new taxes.

The Liberal platform promised to remove all

GST on new capital investments in affordable

housing, in order to grow and renovate the

supply of rental housing. Budget 2016 did not

make that change or refer to it. CFAA remains

optimistic that the tax reduction will be made

within the term of this government.

SUPPORT FOR HOUSINGOver the next two years, the following

federal funds will be spent on housing

across Canada:

• $574M for repairs and energy retrofits to

social housing ($500M in this year).

• $200M on seniors housing, including

repairs and adaptations to owner-

occupied homes.

• $739M for indigenous peoples’ housing.

• $90M for the repair and construction

of emergency shelters for victims of

domestic violence.

• $112M for the Homelessness Partnering

Strategy, supporting Housing First and

other projects.

• $504M for the Affordable Housing

Initiative, which can be used for new social

or supportive housing construction, direct

financial assistance to tenants or forgivable

repair loans for private landlords.

Under the Affordable Housing Initiative the

federal government allows the provinces

to decide what they will spend the money

on. Ontario flows money through to the

municipalities to spend on all four of the

possible spending targets, although little is

spent on forgivable repair loans for private

landlords. FRPO is active in promoting

other landlord-friendly spending such as

direct financial assistance to tenants and

supportive housing.

FEDERAL BUDGET 2016What's in it to support Ontario's rental housing sector

eligibility for Old Age Security (OAS) and

Guaranteed Income Supplement (GIS) to 65.

The GIS top-up benefit will increase by up

to $79 per month for single seniors starting

in July 2016. Seniors with incomes of about

$4,600 or less (apart from the OAS and GIS)

will receive the whole increase. The various

Child Tax Benefits have been amalgamated

into one program and rearranged to focus

funding on families with low-incomes.

CONCLUSIONImproving the incomes of low-income

people and families is an excellent way

to improve the housing that they can

obtain, while sustaining strong demand

for rental housing. Taken together with the

measures to promote private rental housing

development, those income support

measures should help the rental sector

grow modestly.

FRPO is a member of the Canadian Federation of Apartment Associations, the sole national organization representing the interests of Canada’s $480 billion dollar private rental housing industry, which provides homes for more than eight million Canadians.

» CFAA [REPORT]

INNOVATION FUNDOver the next five years, there will also be:

• low cost loans for the development of

affordable market rental housing of up

to $500M per year. (Such new housing

makes lower cost units available as

renters move into the new housing.)

• $208M in total for an Affordable

Rental Housing Innovation Fund to be

administered by CMHC.

The innovation funding will be used to test

innovative business approaches—such as

housing models with a mix of rental and

home ownership—to lower the costs and

risks of financing affordable rental housing

projects. The funding is expected to

support the construction of up to 4,000 new

affordable rental units across Canada over

five years. Both the innovation fund and the

development bonds are wins for the rental

housing industry, and especially for those

who develop rental housing.

INCREASED INCOMES FOR LOW-INCOME SENIORS AND FAMILIESThe budget includes returning the age of


ByngGroup_FRPO_MarchApril_2016_FINAL.pdf 1 2016-03-17 2:24 PM

BY SCOTT ANDISON

The 1950s film classic, Sunset

Boulevard, described the fantasy

world of Norma Desmond, a faded

silent movie actress of long ago.

A recent Divisional Court ruling in Ontario

has now turned a long time practice of taking

photographs of rental units for the purposes

of advertising their availability for rent into a

fantasy. All is not lost, but housing providers

will need to change some past practices to

ensure they stay on the right side of newly-

formed case law.

In this case, the housing provider made

the decision to put the property up for sale.

As part of the preparations for putting the

property on the market, arrangements were

made for the housing provider’s real estate

agent to take measurements of the rooms in

the rental unit, and take pictures to be used

as part of the online advertisement of the

property.

The tenant did not object to the agent

taking measurements of the unit, however

she did refuse to allow the real estate agent

to take photographs of the unit which would

put images of her personal belongings, and

those of her children, on the Internet for the

world to see.

So the question at hand is, are housing

providers entitled to insist upon taking

photographs for the purpose of sale without

the consent of the tenant, or without a provision

in the lease agreement to that effect?

The quick answer, according to the

Divisional Court, is no. Let’s look at how this

played out, and what housing providers can

do to accommodate a reasonable solution to

still take pictures.

The housing provider had filed an

application with the Landlord and Tenant

Board (LTB) to evict the tenant after she

repeatedly denied access to her rental unit

ALL RIGHT, MR. DEMILLE, I’M NOT READY FOR MY CLOSE-UPWhen it comes to snapping photos of units for advertisements, your rights may not be what you think


small LANDLORD BIG problems

clear in their decision that nothing prevents

a landlord and tenant from reaching an

agreement of accommodating the privacy

of the tenant, such as “photoshopping”

the pictures to delete or disguise personal

items, or to remove them from the unit for the

purposes of taking pictures.

What would have potentially changed

the outcome of this case was if the housing

provider had in fact included as a provision

of the lease agreement, a permissive clause

making it clear that in the event the rental

unit is to be listed for sale, the housing

provider has the right to enter the unit for

the purpose of taking pictures for marketing

purposes. Specifically, the language should

refer to the right of entry available under s.

27(1)(5) of the RTA.

So what advice do we offer housing

providers in light of this recent court decision?

• If your current lease agreement does

not contain a clause allowing you to take

photographs for marketing purposes, add

that to your agreement.

• You can seek the approval of sitting

tenants to amend the current lease with an

addenda that would give the landlord this

right in the event of putting the property

up for sale (Note—you can only ask for the

tenant’s consent to amend the lease, you

cannot compel them to make the change).

• In the absence of having this provision

in the lease, you can always seek the

consent of the tenant to take pictures for

marketing purposes. Be sure to get this

consent in writing from the tenant at the

time before taking pictures.

• As noted in the judge’s decision, there

is nothing to prevent the landlord and

tenant from reaching an agreement on

how to modify the picture, or remove

personal property, for the purposes of

taking pictures. Again, ensure you have

the tenant’s consent in writing at the

time you strike any arrangement for this

purpose.

for the purpose of taking photographs. The

LTB found in favour of the housing provider,

and was upheld on review following the

original decision.

The appeal case, Juhasz v Hymas, was

heard in Divisional Court on March 7th of

this year.

In the appeal, the tenant argued that the

LTB erred when it relied on section 27(1)

(5) of the Residential Tenancies Act to give

proper authority for the housing provider to

enter the rental unit for the purpose of taking

pictures.

Section 27(1) of the Act states that a

housing provider may enter the rental unit

upon a minimum of 24 hours advance written

notice under the following circumstances:

1. To carry out a repair or replacement or do

work in the rental unit.

2. To allow a potential mortgagee or insurer

of the residential complex to view the

rental unit.

3. To allow a person who holds a certificate

of authorization within the meaning of the

Professional Engineers Act or a certificate

of practice within the meaning of the

Architects Act or another qualified person

to make a physical inspection of the rental

unit to satisfy a requirement imposed

under subsection 9(4) of the Condominium

Act, 1998.

4. To carry out an inspection of the rental

unit, if,

(i) the inspection is for the purpose

of determining whether or not the

rental unit is in a good state of repair

and fit for habitation and complies

with health, safety, housing and

maintenance standards, consistent

with the landlord’s obligations under

subsection 20(1) or section 161, and

(ii) it is reasonable to carry out the

inspection.

5. For any other reasonable reason for entry

specified in the tenancy agreement.

In the original LTB hearing, the Board Member

concluded in the decision “I find that the

Landlord has complied with section 27 of the

Act because the lease between the parties

specifically reserves to the Landlord the right

to enter upon notice in any circumstance.”

[Emphasis added].”

However, the Court found that the tenancy

agreement failed to contain any provision

that would allow the housing provider, or his

agent, to take pictures for the purposes of

advertising the property for sale. Based on

that, the Court ruled in favour of the tenant,

thereby overturning the original finding by

the LTB to evict the tenant for refusing entry

by the housing provider’s agent.

The effect of this decision is that housing

providers will have to take additional care

to protect the privacy rights of tenants.

The judge in the appeal case did make it


small LANDLORD BIG problems

BY PETER ALTOBELLI

In a world where digital transactions

have essentially replaced paper notes,

where data management has been

revolutionized by the cloud and where

the immediacy of business insights at any

given time is industry standard, technology

has transformed the role of the property

manager. Mobile technology has created

endless possibilities in connectivity, fueling

the rising trend in remote operations and

flexible work schedules. In this increasingly

online, mobile and paper-free world, it’s

more important than ever that property

managers have the right tools to ensure

on-demand, business-wide access to

information from smartphones and tablets.

Today, successful IT corporate strategy

prioritizes the integration of mobility with

both a company’s back office functions

and online presence. By empowering staff

and residents with mobile technology,

companies are able to cater to industry

expectations and simultaneously hone their

own operational productivity.

So what are some of the most popular tools

property managers are already using today?

THE NEW AGE OF PROPERTY MANAGEMENTWorking smarter with mobile tools

market of tech savvy residents who have

now come to expect around-the-clock

online services. Through the adoption

of resident portals and mobility, you are

extending your services to your residents

at all times.

Full visibility of your organization from

anywhere is the ultimate advantage

of mobile technology. Need to run a

management report while you are out of the

office? No problem — with mobile access to

your property and accounting data, you can

manage your sites from wherever you are at

any time.

To ensure maximum efficiency of these

mobile tools and apps, the consolidation

of all information with your property

management and accounting platform is

crucial. Process automation through a single

platform delivers the most significant cost

savings and simplifies operational tasks.

With this seamless mobile integration,

property managers can work smarter,

compete better, and increase revenue – no

matter the location or the time of day – in

our overwhelmingly online world.

Solutions for paperless procurement and

payables processing through your mobile

device have been widely adopted. Using

an app to create purchase orders and

process invoices and have them approved

online saves time, and it reduces the costs

associated with handling hard invoices and

PO’s by reducing paper in your business.

Most importantly, you’ll have the ability

to perform these tasks on the go, thereby

increasing efficiency and productivity.

Today’s property managers are also

relying on mobile apps for unit inspections

and work orders. With the adoption of

these apps, they have the ability to instantly

record inspection data at any given time.

Well-designed apps also provide the ability

to take photos, videos and recorded voice

messages on the mobile device as they

walk through the property. The results of the

inspection will automatically generate work

orders and initiate tasks. Such automation

ensures rapid response, drives improved

decision-making and resident satisfaction.

Let’s not forget about the residents.

Property managers have to cater to a


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approximately $6 million is available on a

first-come, first-served basis.

The Hi-RIS program offers an attractive

option for owners who are exploring ways to

fund capital investments. With competitive

fixed interest rates and flexible financing

terms, Hi-RIS presents an appealing, viable

financing option for improvements with

longer payback horizons.

A range of retrofits are eligible for Hi-RIS

financing including boilers, heat recovery

ventilators, low flow toilets, lighting and

lighting controls, exterior recladding, new

For a limited time, the City of Toronto

is offering low-cost financing to

help apartment building owners

in Toronto to make energy and

water saving retrofits and upgrades to

their buildings. The City’s High-rise Retrofit

Improvement Support Program (Hi-RIS) is

an innovative financing program that offers

owners of eligible apartment buildings,

those that are five or more storeys, access

to low-interest, fixed-rate loans to make

improvements and ultimately, save money.

This pilot program is now in its final year and

windows, building automation systems

and more. Essentially, most improvements

involving fixed assets that achieve greater

energy or water efficiency for the building

qualify for the program.

A key benefit of Hi-RIS is that it enables

owners to pursue improvements and pay for

them over time using savings to offset the

costs. Property owners can access funding

for up to five per cent of the current assessed

value of eligible properties through Hi-RIS

and pay for improvements via the property

bill over payment terms of up to 20 years.

LOW-COST FINANCING FOR HIGH-RISE ENERGY RETROFITSAre you planning to make upgrades to your rental apartment building? Interested in reducing your operating costs? The City of Toronto can help.

BY ADERONKE AKANDE


ENERGY EFFICIENCY

Retrofit your apartment building & reduce operating costs. The City of Toronto can help.The City’s Hi-RIS Program offers low-cost loans to owners of eligible apartment buildings for energy-saving and water-saving improvements.

• Competitive, fixed interest rates and repayment terms of up to 20 years

• Cost savings from improvements help to offset the cost of financing

• Incentives of up to $100,000 are available• Work with the contractors of your choice• Easy to apply

Hi-RIS expires at the end of this year. Act now. We are here to help.

toronto.ca/tower_renewal | [email protected] | 416-397-5257

OTHER GREAT REASONS TO FINANCE YOUR PROJECTS THROUGH HI-RIS:• You do not need a property appraisal or

building condition report, and there is no

need to register a mortgage on the property;

• You are free to hire the energy auditor

and contractors of your choice;

• You can benefit from up to $100,000 in

incentives and access to the free support

and advice of the City’s Tower Renewal

Program staff; and

• The application process is easy.

“With older and a progressively aging

rental housing stock in the City of Toronto,

the financial assistance being provided by

the City through Tower Renewal’s Hi-RIS

Program is helping to invigorate these aging

buildings. This is a huge boost for hundreds,

if not thousands of families in the City of

Toronto,” said Randy Daiter, Vice President

Residential Properties with M&R Holdings

and current Hi-RIS participant.

Hi-RIS is set to end at the end of this year

so interested owners should act now.

Hi-RIS is part of the City’s Tower Renewal

Program that offers a number of programs

that support improvements to the City’s

older high-rise apartment buildings, help to

create healthier communities and improve

the quality of life for residents.

To learn more about Hi-RIS or to

submit an application, please visit

www.toronto.ca/tower_renewal or contact

Aderonke Akande, Project Manager, Tower

and Neighbourhood Revitalization with

the City of Toronto at [email protected] or

416-397-5257.


ENERGY EFFICIENCY

POWER TO THE PAPERLESSAs the Millennial generation looms large in

the property management industry, adapting

more Millennial-friendly business practices

– and actually advertising it – is key to

attracting and retaining excellent tenants.

A study by the Cone Millennial Cause

discovered that 61 percent of Millennials are

worried about the state of the world and feel

personally responsible to make a difference.

In other words, this generation is more likely

to support businesses that think about the

impact they are having on the world.

As Erin Sagin from Wordstream points out

ADAPT OR PERISHDisruption in the age of the Millennial

From websites, apps and social

media campaigns to word-of-

mouth marketing, the playing field

that’s getting you seen and heard

is constantly expanding. For landlords and

property management companies, thinking

outside the box has never been so critical.

Newspaper ads have gone the way of the

VHS, and even traditional online marketing

hotspots like Craigslist are becoming

increasingly overcrowded. To stand out is

to adapt and innovate. By embracing new

technology, and even reimagining the older

ones, a little bit of disruption goes a long way.

BY JESSICA GREEN, DIRECTOR, COMMUNICATIONS, GREENWIN INC.

in a recent article, “With an annual buying

power of $200 billion, [Millennials are] an

immense force. It’s time for smart marketers

to learn more about this demographic’s

behavior and start adapting their campaigns

to target these new buyers.”

So how can a business take advantage

of this buying power? By actually making

concrete changes themselves. In Greenwin’s

case, we’ve lived up to our namesake by,

quite literally, going green. By adopting a

paperless policy at all levels of the business,

we have helped to reduce the impact our daily

operations have on the environment. Today,

thanks to our myGreenwin resident portal, all

of our apartment applications, rent payments

and service requests have entered the

digital age. In addition to the environmental

benefits, going paperless gives our staff fast,

secure access to information they need to do

their jobs in real-time.

RETHINK CUSTOMER SERVICENext-level customer service is the

cornerstone of any successful business.

But have you thought about how your

customer service experience extends to

the online world? Kat Kocurek, a leading

online strategist with Kinesis Inc., shared in

a recent article that 94% of first impressions

on websites are design-based. “Even the

best content is rendered powerless when it’s

embedded in poor design,” says Kocurek.

“Studies of user behaviour have found

that visual appeal and website navigation

have the biggest influence on people’s first

impressions of your brand.”

With this in mind, Greenwin recently spent

months devising and conceptualizing a plan

for a tailor-made, responsive, interactive,

SEO friendly, and anti-cookie-cutter site.

With many property management websites

following a pre-existing platform or design,

our goal was to ensure that our site stood

out while increasing service levels across

the board. To increase overall resident

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FEATURE

Bridgit, a Waterloo software startup, has developed Closeout, a mobile app that helps property owners manage sprawling projects. The app, which recently closed a $1.7 million round of funding, is a project management must-have that’s disrupting the construction world one smartphone at a time. In a Q&A with co-founder Lauren Lake, we found out how Closeout helps run capital projects run more smoothly, quickly and cheaply .

How does closeout work?Closeout simplifies the communication process between the owner, general contractor and all of the individual subcontractors. Using the Closeout mobile app, issues or tasks can quickly be recorded and communicated automatically to the responsible stakeholder. Closeout automates all email follow up and can be accessed from a computer or any mobile device.

Why should landlords/property managers undertaking capital projects use Closeout?Because landlords and property managers are responsible for managing the operations of a building post construction, their reasons for using Closeout are two fold. Firstly, using Closeout reduces downtime on-site by speeding up the communication flow between the owner, general contractor and subcontractors, resulting in fewer project delays. Secondly, being able to record construction issues at first sight and then have them fixed quickly leads to higher overall construction quality and fewer maintenance requests later on.

Is Closeout easy to use?Closeout is extremely easy to use, and has been since day one. According to one of our users, Daniela, an Assistant Site Superintendent at Minto, “It’s been easy to get our team and even our trades on board. Everyone who has been introduced to Closeout has responded extremely well. Funnily enough, if a day goes by where I haven’t assigned a task to a trade, they are asking me where it is. That kind of trade accountability is priceless!”

Can it all be used on an iPhone/Android?Yes, in construction the mobile experience is paramount because everyone is always on the go.

How is Closeout changing the way landlords and property managers manage projects?Before Closeout, owners and subsequently their general contractors would work off of versioned deficiency lists. This process meant that items could sit incomplete for days (even weeks) before they appeared in the latest version of the list. With Closeout, the list is a living, breathing document where issues can be both recorded and rectified within the same day.

CAPEX GOES HIGH TECH

satisfaction and improve workflow for

employees, we launched myGreenwin,

a unique, web-based, simple-to-use

suite of online tools designed to improve

relationships with renters while increasing

cash flow and efficiencies on-site. The portal

allows residents to update their account

information, pay rent, schedule maintenance

requests, secure insurance coverage and

communicate more effectively with site and

head office staff. Additionally, Greenwin

employees have full access to this information

via any mobile device, helping them manage

their daily responsibilities more effectively.

RECRUITING IN THE 21ST CENTURYAdweek published a study suggesting

that 92% of businesses use social media

to recruit new employees. Adding to that,

Forum Research recently released a study

that shows that LinkedIn is the second most

popular social network in Canada – even more

popular than Twitter – proving that Canadians

are taking to the social media scene to find

employment. So how can your business stand

out and attract the right people?

Greenwin took the approach of launching

a recruitment contest Snap, Tag &

#MeetGreenwin to engage new employees.

The contest asked prospective employees

to share a photo of themselves on Facebook

at the Greenwin recruitment booth at a

recent job fair for their chance to win an

interview directly with their VP of Human

Resources. This process benefits both the

prospective employees, who are looking for

ways to stand out in a competitive field, and

Greenwin itself, who is able to attract savvy,

engaged and creative minds.

Technology and how your business uses

it will shape your future. Don’t be afraid to

adapt, learn, and adjust. After all, the seven

most expensive words in business are:

“We have always done it that way!” Learn

everything you can about new technologies

and incorporate them into your business

practices. Even small changes can make

a world of difference – for you and your

residents. Act fast, or be left behind.

For more info, visit www.gobridgit.com.

”“ Learn everything you can about new technologies and

incorporate them into your business practices. Even small changes can make a world of difference


FEATURE

BY DARREN HENRY

How do you navigate within

an environment of exploding

technology and yet stay within a

budget that has little or no increase

from last year? How can you limit your liabilities

and yet maximize your benefits? Whether

you are on the executive team, managing

IT, operations or overseeing marketing, your

suppliers are leveraging technology more

and more to provide a great value proposition.

When you are comparing different companies

for a specific digital project or service, here

is a valuable framework with 10 questions to

help guide your decision-making process.

SECURITY & ACCESS OF YOUR DATAFrom March 2014 to March 2015, there was

an estimated 891 million breaches of data

globally* (includes hacks, security flaws,

data breaches, and others). When it comes

to your suppliers, they need to help you

understand how they host, manage and

secure your data. Is their security managed

by a new technology graduate, a 20 year IT

veteran or an outsourced web developer?

Get your supplier to clearly articulate their

redundancy and disaster recovery plan. They

need to provide you with the confidence

that their technology service stays online

with very limited or no interruption at all to

your business. Have them share with you

how security updates are applied and what

areas of their services are being outsourced.

Here are three must-ask questions for your

suppliers and their partners about security

and access:

1. How are the servers hosted and who

manages them?

2. What redundancy is in place and what is the

disaster recovery plan if the servers fail?

3. What levels of security do they have and

what expertise do they have?

10 MUST-ASK QUESTIONS FOR YOUR TECHNOLOGY SUPPLIERSHow to limit your liabilities and maximize your benefits

PRIVACY WITH SUPPLIERSPrivacy has been an important topic with

the focus on PIPEDA (Personal Information

Protection and Electronic Documents Act).

When we think of privacy, we often think of

how your information and data is handled

with external customers (i.e. sign-up forms

that say “we do not share or sell your email

with anyone outside of our organization”).

However, very rarely will you hear how data

is protected internally within an organization

by how your information is managed, shared

with outsourced companies, or leveraged

in ways that can be a conflict of interest.

Knowing which staff has access to your data

and knowing what restrictions are in place

to ensure privacy within their organization is

important to be aware of. If and when there

are changes in business practices, is this

communicated back to you? Ensuring a proper

non-disclosure for all parties is important as it

defines how information can be used, stored

and shared. It is also critical for suppliers to

disclose any conflicts of interest. Look to

deal with companies who are integral and

unbiased in the services they provide. Here

are two important questions to consider:

1. Who has access to your data? How do

staff, owners, silent investors or business

partners have access or privileges with

your data? Do the suppliers share this data

with any additional third-party companies?

2. Conflicts of interest: Are there any real,

perceived, foreseeable or potential

conflict of interest where your supplier can

be influenced by undisclosed interests,

other suppliers or (private) investors?

If you would like some further information

about a non-disclosure agreement and

eliminating conflicts of interest, we would be

happy to share our best practices with you.

DEFINING THE COST/BENEFITUnderstanding the cost and benefit of the

supplier may or may not seem obvious

depending on the type of service provided.

However, when you begin calculating staff


FEATURE

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Learn more about our services at www.sparklesolutions.ca or call us at 1-866-660-2282.

Our goal is to provide you with energy-efficient equipment

to reduce operating costs, innovative technology to

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time and effort on a project, the “free”

services or hours of work may not be “free”

as you originally had expected. Anytime you

look at technology, you need to be aware of

whether there is a full service component

or if your organization must assist with the

additional effort. Do you need to manage

the service yourself? Are there additional

training and support fees? The National

Apartment Association (NAA) provides an

excellent course for suppliers called the

Certified Apartment Supplier (CAS) which

helps ensure that there is a true benefit to

the net operating income. In this course, we

learned how this topic of conversation brings

clarity, integrity and transparency about

the true costs associated with the service

provided, and deepens the trust between

client and supplier. When sitting with your

supplier, ask them:

1. What is the impact to my net operating

income (NOI) with this service?

2. Outside of the price that is shown on the

agreement, where might I bear costs in

time, support or other fees?

To calculate the costs associated with

advertising and leasing, please contact us

for a free assessment.

ACCOUNTABILITYImagine that you have begun working with

a supplier and there is a breach of your

agreement. It is essential that you have an

honest and upfront conversation with your

supplier to ensure they know your concerns

with a reasonable time frame to remedy

the situation. If there is no corrective action

completed, you now have a decision to

make. You can check your agreement to

review the termination clause. What happens

if there was still another one year minimum

commitment with that supplier? Beware

of being too dependent on one supplier.

Always look for alternative suppliers who

can integrate with your current services

so that you are not locked in with only one

supplier if there is any breach of service.

For the rare but unfortunate situation

where some liabilities have occurred,

does your supplier have ways to mitigate

your liabilities? Often suppliers may have

a general liability insurance for them, but

do they have insurance if you come into a

disastrous technological failure? Here are

some questions to ask:

1. Do you currently have limited or no options

to integrate with other suppliers?

2. Are you locked in with a long-term

agreement? What is your back-up plan if

there is a breach of service?

3. What types of insurance does your

supplier have (i.e. Errors and Omissions

Insurance)?

THE BOTTOM LINETechnology is expanding incredibly in

size and scope, BUT generally speaking,

IT budgets are not. In fact, IT projects are

expected to do more with the same number

of people! So whether you are an executive,

IT, operations or marketing professional, ask

questions that enable you to achieve great

success with your business partners.

Murdoch, R., Johnson, P. (2015). Digital Trust in the

IoT Era. Retrieved from https://www.accenture.

com/t20150714T123236__w__/_acnmedia/

Accenture/Conversion-Assets/DotCom/

Documents/Global/PDF/Dualpub_18/Accenture-

Digital-Trust.pdf#zoom=50

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FEATURE

Once again this year, FRPO organized its popular Queen’s

Park Day, where we met with a number of Cabinet

Ministers, Members of Provincial Parliament, and staff

officials to bring our message, advice, and evidence to

the halls of government. At the end of the day, FRPO also hosted a

reception that provided an additional opportunity for industry officials

to mingle with those who influence or make decisions on behalf of

the government.

In light of recent actions by the government, the theme of our

lobby efforts this year was quite simple: More rental housing creates

affordable housing.

For the past year, a lot of emphasis has been put on laying out

the evidence for government about the lack of rental housing supply,

and the effects it is having on Ontario families, on the price of rental

housing, and the factors that are contributing to the slow pace that

new rental housing is being built.

The impacts of rent control, unfair property tax levels on multi-

family buildings, misaligned energy policies, and the need to move

full steam ahead on portable housing allowances, were just some of

the messages put forward during this day-long event.

And was our message being heard? Yes. It was evidenced in many

of the discussions with government officials that the thinking has finally

shifted to embracing the reality that some of the policies of the past

have not yielded the desired results. And, we are seeing growing

understanding that new thinking and approaches are required if the

issue of making rental housing more affordable is going to be achieved.

What was most encouraging about the day’s events was the

absence of government asking rental housing providers to do more

with less. For the first time in a long time, we’re seeing an increased

understanding by government officials that we need to focus on

something new.

Could it be that the government and housing providers are moving

closer to being on the same page when it comes to understanding

what needs to be done to meet the challenges of the future? Well,

it’s fair to say we’re more optimistic than ever before that just maybe,

there’s a light at the end of the tunnel, and for once, it might not be

a train!

Congratulations and thank you to everyone who came out to

support us at our 2016 Queen’s Park Day events. Your collective

efforts do make a difference, and help us deliver our message.

QUEEN’SPARK DAY 2016BY SCOTT ANDISON

Highlights from the day-long event


FEATURE

In a constantly shifting technological

landscape, fraud and cyberattacks are

becoming more sophisticated by the

minute, making the protection of your

information and communication technology

assets more critical than ever. Even the

slightest breach can hurt your organization’s

people, assets and reputation. The best

strategy to protect your business, is through

educating both yourself and your team, and

implementing preventative measures to

mitigate risk before you become a target.

Here are eleven simple best practices you

can integrate into your day-to-day operations,

which will help to put your business ahead of

the cybersecurity curve:

BY JENN POIRIER; ASSOCIUM ADVANTAGE

Whether you’re at work or on the go!

11 WAYS TO PROTECT YOUR DATA

1. Protect yourself from visual hackers

While mobile technology is making it

possible for employees and executives

alike to work from virtually anywhere,

it also puts you at a high risk for

unintentional exposure. Consider using

screen protectors to keep confidential

information at your fingertips.

2. Use encrypted USBs

If you’re physically transporting data

you don’t want other people to see, you

should be doing it on secure media; and

with what better than something that

hides easily within a pocket? Secure

flash drives feature robust hardware to

optimize data security.

3. Install anti-virus software

Viruses can harm your computer,

compromise its security, and damage

valuable files. The right software will help

keep your devices safe by detecting and

removing viruses so that you can focus

on what’s important — growing your

business.

4. Back up your information

Your data is one of the most valuable

assets to your business. An operating

system on a device can be reinstalled and

so can applications, but it may be difficult

or impossible to recreate your original

data. It is essential that you always back

up your important information in the

case of a system failure. Back up critical

work data on a regular basis. This means

copying your files over to a protected

system which you can access as needed.

5. Use a bag with security features

With business constantly on the move,

storing your devices in a bag with anti-

theft systems built in to protect both your

technology and the information it holds,

will give you the piece of mind you need

to carry on business as usual — wherever

you are.

6. Lock up your laptop

Another way to prevent theft, is by

locking your laptop to a stationary area

using a sophisticated locking system that

prevents your information from falling

into the wrong hands.

7. Shred confidential documents

There is no better way to protect the

security of your confidential information,

than by eliminating it completely. While

technological devices are at significant

risk for breach, hard copy paper

sources are practically begging for

data theft. Securely destruct any paper

documents you either don’t need, or


FRPO MEMBER BENEFIT PROGRAM

have already stored securely on a separate hard drive.

8. Protect your passwords

Choose a password with unique characters, numbers and

symbols to make it more difficult to crack. If you’re curious about

the accessibility of your passwords, you can always have it

evaluated through a password security site. For added security

use a password manager. Password managers are great for

managing your passwords and creating new, un-crackable ones.

9. Be leery of suspicious links on your social networks

Just because a message is posted by a friend or colleague,

does not mean it is from them, as their account may have been

compromised. Before clicking on a questionable link, contact the

sender directly to verify its authenticity.

10. Policies and Procedures that cover Incident and Breach

Response Plan, a Social Media Policy and Information Security

and User Policies

What users can and must do to use network and organization’s

computer equipment. Define limitations on users to keep

the network secure (password policies, use of proprietary

information, internet usage, system use, remote access etc. IT

Policies — Virus incident and security incident logs, backup

policies, server configuration, patch update, modification policies,

firewall policies, wireless, VPN, router, and switch security and

email retention to name a few.

11. Cyber Insurance

You should have a policy which provides both third party liability

coverage and first party computer security coverage and includes

information security and privacy liability; privacy notification

costs; and website media liability.

Organizations of any size are potentially at risk. If your business has

financial, personal or any type of confidential information you may

need to look at Internal as well as External threats.

INTERNAL THREATS EXTERNAL THREATS

Employee negligence Hackers

Security failures Malware

Lost mobile devices Phishing and Spear Phishing

Employee ignoranceThieves (including Social

Engineering Tools)

Improper disposal of personal

information (dumpsters)Vendors

Lack of education and

awareness

Malicious employees

From operational performance improvements to process efficiencies,

today’s technologies not only support operations on a global scale but

are critical to enabling key business opportunities and drive growth.

Integrating these steps into your organization’s technological security

strategies will help secure your valuable and confidential data, so you

can get back to the business of growing your bottom line.

ASSOCIUM GAINs can help. For 20 years ASSOCIUM GAIN has been a premiere Procurement Services solutions provider. You’re not alone - we can help you with the solutions to the challenges listed above. Contact us for access to our specialized consultants with Grand and Toy and CRE Insurance. Jenn Poirier 416.867.9350 ext. 243 OR [email protected]

A LEADER IN FIRE PROTECTION AND SECURITY

• 24 hour Emergency Service

• Complete Inspection & Verification

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• Closed Circuit Television Systems (CCTV)

• Magnetic Lock System

• Fire Safety Plans

www.afps.ca | [email protected]

14-3650 Langstaff Road, Suite 380 | Woodbridge, ON L4L 9A8Phone: 905-532-0014 | Fax: 905-532-0016

AFPS_GTA_March_2015.indd 1 15-04-01 2:37 PM

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Throughout the month of April, FRPO

hosted our annual Residential

Tenancies Act seminars. 500

industry professionals attended the

six events held in Toronto, Ottawa, Chatham,

Thunder Bay and Cambridge designed

to help educate landlords and property

managers. This year’s presentations

covered no fault terminations, housing new

Canadians as well as a review of recent

tribunal and court decisions affecting rental

housing providers. The Landlord Tenant

Board also presented a very informative

section on best practice tips, FAQ’s and

filing updates.

We would like to thank Horlick

Levitt DiLella LLP, Dickie & Lyman LLP,

Cohen Highley LLP and Aird & Berlis

LLP for providing expert speakers and

presentations at this year’s seminars.

RTA SEMINARS

PLATINUM SPONSOR

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FEATURE

The goal of advertising is to get

your brand and your product in

front of your audience. You can

have the best product in the world,

but if nobody knows you’re there, then you

might as well not be there. For many years

print has been the standard, but the last

decade has given the consumer so many

powerful technology streams that if you’re

not tapping into that technology, you might

be advertising, but you’re not doing it right.

While print advertising will always be an

important foundation, you need to extend

your reach online. It’s not as simple as just

getting a website. You need to attract people

to that website. You need to entice people

to want more information about your product,

and then make it easy for them to find the

answers. And you need to make sure this

information can be served up to mobile users

as well as those sitting at a computer.

You need a website that can be found

and that has responsive mobile design that

people are going to interact with. Think

of it as your 24/7/365 leasing office. Your

audience can now interact with you at their

convenience – and that’s key.

But how are they getting to your website?

Are they following the link from your ad?

Have they found you through word of mouth

on social media? Did Google deliver them

from a user’s search terms?

When the answers to these question are

yes, yes and yes, then you’re doing it right.

A decade ago people were still getting

used to the idea of the Internet, and it was

mostly PC access. But now, a very broad

demographic has embraced the Internet.

According to comScore’s December 2014

report, it’s not just a young demographic,

as previously believed. The ‘55+’ crowd is

actually a percentage point above the ‘under

24’, and only slightly trailing the ‘45-54’ group,

while ‘24-34’ group leads the way, the ‘35-44’

group is only marginally behind. These factors

indicate a broad adoption of technology.

The big miss is failing to make a website

mobile friendly. Research shows that people

aren’t just accessing information on their PC,

they’re expecting information to be wherever

they are; available when they’ve got the

time to look. According to comScore, 50% of

Canadians own a Smartphone and more than

32% of Canadians use their Smartphone while

watching TV while 35% use a tablet while

watching TV. They multi-task. People are

using their Smartphone while riding the bus,

while waiting in the doctor’s office, while at

work. They’re using mobile to do spontaneous

searches when the thought arises because

that Smartphone is always with them. If you

can’t be there at the right moment when it’s

convenient for the user, your online leasing

office isn’t working to its full potential.

Mobile means optimizing your website to

be completely responsive to Smartphone

and Tablet. One of the ranking signals that

Google uses for mobile is how fast it loads,

how well it functions and how well it displays.

And basically, if it’s not loading quickly,

displaying well and functioning perfectly, it

doesn’t matter how Google ranks it because

the user isn’t going to use it. They’ve got

high expectations. And the problem with not

meeting these expectations is that they’ll also

judge you as a company based on their online

interactions with your brand. If you look good

and function well, you’ve created a strong,

positive impression. If you’re slow, difficult to

use and frustrating, you’ve lost them.

Getting your online presence right is one

challenge. Once you pass that hurdle, your next

move, technologically speaking, is to use some

of the advertising budget on digital products.

Search engine marketing – SEM – is going

to get your site the most immediate results,

but is also very competitive. You need to use

Search Engine Optimization (SEO) to optimize

the copy in your website so that Google can

better rank it, and engage this type of Pay-

Per-Click (PPC) or keyword advertising so

that people can get sent directly to your site.

Display solutions are the second type

of campaign, and target people in their

planning stage. As they start researching

and visiting similar sites, their profile is being

developed and Audience Targeting and

Audience Retargeting are two solutions

that put your brand in front of people whose

profiles define them as your audience.

The third important solution is Facebook.

Targeting and Retargeting work well on

Facebook because users have entered their

demographic info as part of their profile, allowing

your ads to be placed on very customized

demographics to meet your specifications.

So there you have it. This is the big picture

to using technology to advertise: Support

your print with a strong, targeted and refined

online presence that is available to your

users wherever and whenever they want

you. Seems simple, right?

Yellow Pages NextHome, the publisher of Renters Guide – as well as New Condo Guide, New Home Guide and several other real estate publications specializes in effective media solutions. As a Google channel partner, Yellow Pages NextHome has been recognized for delivering high-performing SEM results with a national click-through rate of 5.14% (PPC) as compared to the national average of 1%. YPNextHome.ca/corporate/

BY ELISA KROVBLIT

OF COURSE YOU’RE ADVERTISING – BUT ARE YOU DOING IT RIGHT?How to get your brand and product in front of your audience


MARKETING & LEASING

As property managers know

every toilet in their building “is

going to leak sometime – it's

only a matter of time.” Toilet

leaks can go undetected for a long time and

this can be costly for property managers,

owners, and homeowners alike. With ever

increasing water costs escalating at near

double digit increases each year for the last

decade, the toilet leak issue is a growing

priority for our industry.

High volume water leaks often come from

toilets. They are hard to detect and are usually

caused by worn or misaligned parts. A toilet

BY TED WHITEHEAD – DIRECTOR OF CERTIFICATION

PUTTING A STOP TO LEAKING TOILETS A new pilot program for CRB members

LeakAlertor™ monitors each toilet it is affixed to and notifies the resident with a visual and audible alert when there is a leak.

that continues to run after flushing could

be wasting 20-40 litres of water per hour

- that’s 175,000 to 350,000 litres per year,

enough water to fill a swimming pool, and if

unattended, could cost up to $556 per year.

FRPO CRB is working with Water Matrix to

pilot a new leak detection technology called

LeakAlertor™.

The LeakAlertor™ device is small in size,

and relatively inexpensive to employ. It takes

only minutes to install and requires no tools.

CRB Living GREEN Together™ members

will be piloting this new toilet leak detection

technology in six apartment complexes

across Ontario over the next few moths to

gauge its effectiveness firsthand.

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Untitled-7 1 2016-03-09 10:00 AM


CERTIFIED RENTAL BUILDING UPDATE

Remember well-thumbed index-cards,

jam-packed rolodexes and bulging

business card wallets? Remember

manual typewritten forms, endless

rows of file cabinets, stamped postal mail and

expensive faxes? Remember picking up a

landline phone (maybe even a rotary dial one!)

to do most of your business talking?

Some of you started out with these tools;

many more of you saw them gradually recede

into obsolescence, supplanted by faster, smaller,

cheaper, and more powerful technology.

Even as the first bulky, slow and limited

office computers appeared during the late

1970s, the “paperless society” predicted by

media visionaries like Canada’s own Marshall

McLuhan (1911-1980) felt more like science

fiction than practical reality.

Today, we experience digital capabilities

on such an exponential scale that even

McLuhan would be surprised. In the wireless

world of 2016, it’s literally possible to run an

entire business from a Smartphone in the

palm of your hand, using most software tools

described in this overview.

Social media are already transforming

(or “disrupting”) traditional business

methodology. In our industry alone, there are

one-touch applications for nearly everything:

online promotion; virtual property tours;

credit and tenancy reporting; enhanced

criminal record searches; screening and

identity verification; fast-tracking preferred

applicants; making safe and secure rental

decisions; interfacing with partner companies

and suppliers; sharing and exchanging data,

and so on. You name it, there’s an app for

it. Data itself has become the new gold

standard for successful businesses.

Some technology gurus predict that the

workhorse office PC will soon be as obsolete as

the manual typewriter, while cloud computing

with its speed and virtually limitless capacity,

is exploding in popularity. Could light-speed

quantum computers be next?

No wonder many of us feel overwhelmed at

BY JOHN DOBROWOLSKI

THE CHANGING FACE OF TECHNOLOGYAdapting to a paperless environment

this “brave new world” of multiple passwords,

secret security questions, data encryption,

24/7 global movement of information and

currency, and the constant introduction of

new devices promising (for a few months at

least!) to keep us current. Inevitably, human

participation in tasks like background checks

will be supplanted by sophisticated computer

programs capable of “sensory” processing,

such as biorhythm recognition.

Overwhelmed or not, we’re buying into

all this as never before. Despite complaints

about learning curves, upload and

download speeds, communication bundles,

connectivity interruptions, personal privacy,

etc., we’re still experiencing ever-increasing

profit and productivity.

Tenant screening technologies can now

calculate the dollar value of risks associated

with an applicant’s score, thus informing and

protecting a landlord from potential losses.

For realtors and property investors, there are

more and more digital decision-making tools

to determine when the product, market, or

timing are right for buying and selling.

And for some years we’ve seen the steady

growth of fully functional online systems that

take purchasing through its entire cycle from

ordering to payment.

With increased benefits, however, comes

responsibility – and a potential technological

precipice. Our society has seen such

unprecedented growth in Information

Technology (IT) that it has surged ahead of

the ability to protect it.

So while many organizations are clamoring

for “big data,” too few know what to do with

it, or how to protect it. Media reports tell of

information networks invaded by hackers,

personal identity stolen by cyber-thieves,

multinationals robbed of trade secrets,

government records compromised … the list

goes on.

Yet our digital society is still in its infancy.

Like the toddler who tries to run before

walking, there’s bound to be the collateral

damage of bruises and tears before we

achieve an ideal balance between forward

movement and solid grounding.

What can we do in the housing and

rental provision industry to maximize the

benefits of advancing digital technology

without being blindsided by it? Mastering

these new challenges depends on adapting

commonsense basics to a new paperless

environment.

• set strict limits on the use (if at all) of

personal cell phones in the workplace and

have staff sign electronic non-disclosure

agreements;

• invest in expert IT resource-people to

assess and correct vulnerabilities in your

data-handling;

• radically reduce paper documentation (it’s

the least secure medium there is!);

• change passwords and security questions

regularly to thwart hackers;

• invest in the best staff you can afford:

organizations with high-calibre and

experienced technology management

show higher revenue growth and

productivity than those new or untrained

technology managers.

Technology will continue to evolve

throughout our industry. What we’ll see

one year from now – let alone 10 or 20 –

will be substantially different. Just imagine

the career opportunities on the horizon for

brilliant young minds eager to develop more

robust, sustainable global security platforms.

And they will too, because that’s where the

growing edge of IT is leading.

If we embrace technology instead of

recoiling in fear, the coming years could be

very exciting and productive, both for us and

our valued clients.

John Dobrowolski is CEO and Founder of RentCheck Credit Bureau based in Toronto, Ontario Canada. For more information on RentCheck products and services visit www.RentCheck.ca, email [email protected], or call 416-365-7060 ext. 221.

Copyright 2015-2016 RentCheck and John Dobrowolski. All rights reserved.

Disclaimer: The foregoing is intended for educational purposes only. It is not meant to replace professional legal, accounting, appraisal, financial, or wealth management advice.


FEATURE

ENERGY RETAILER VS. CONSULTANTImportant things to consider the next time a salesperson comes knocking

Energy salespeople have one

objective and one objective only:

to get you to sign a contract. They

typically stick to a carefully scripted

and highly persuasive series of messages,

including: “Prices are going up,” “This is a

limited time offer,” and “If you don’t lock in

now, you’re going to regret it.”

Of course, these phrases are chosen to

prey on fears and leverage a prospect’s

lack of knowledge. The approach has been

around for over 15 years and in that time,

upwards of 20 energy retailers have either

gone out of business or had to change their

operating name to get away from the public

shaming that the OEB has now resorted

to as a way to deter their tactics. In fact,

you can visit the OEB website and peruse

the charts showing precisely how many

complaints customers have filed against

companies that offer energy.

But here’s what many building owners

don’t know: FRPO has been studying

the energy marketing industry since it

began. Almost every energy company has

approached FRPO at some point to sell

their wares and gain access to the high

quality energy consuming membership.

FRPO also understands the importance of

energy price management and has invested

a great deal of time and effort into finding

the right industry partner to endorse to its

membership.

As a consultant, ECNG provides strategic energy management and procurement solutions designed to help its clients realize savings by generating competition among qualified suppliers. ENCG’s sourcing process ensures that energy is being purchased at the lowest possible price. As a FRPO member, ECNG will advise you on the procurement option available to you based on your needs, budgets and after an ample amount of information sharing.

Find out more by visiting: www.ECNG.ca

FRPO is proud to partner with ECNG to provide our members competitive electricity and natural gas programs. Find out more info at www.frpo.org.

Retailer• Resells commodity at a marked-up

price• Wants you to buy as much of their

product as you can• High margin/fees, earned at time of

contract signing• Will always advise that you “buy

now”• Only flexibility comes with “Blend &

Extend”• Minimal post-sale service/reporting

- retailers make their money when you sign, renew or auto-renew

Consultant• No reselling• Performs due diligence first, then

recommends product• Low administration fee, earned over

time• Will advise when is a good time to

buy, when is not a good time to buy• Portfolio/layering approach to

purchasing is proven to be the best way to ensure flexibility and low cost

• Regular engagement throughout the relationship

WHAT’S THE DIFFERENCE BETWEEN AN ENERGY RETAILER AND A CONSULTANT?

Here are some important distinctions:



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DBS_March_2015.indd 1 2016-03-14 9:27 AM

SMARTMACHINESBY SUSAN REYNOLDS

Laundry service providers, payment

system suppliers, building owners

and property managers alike

were challenged in 2015 with EMV

(Europay, MasterCard, VISA) compliance

regulations mandating that all payment

systems have the ability to accept chip and

PIN debit cards by end of 2015 (in some

cases earlier). Unlike the similar mandate

with EMV credit cards, the ability to allow

debit magstripe transactions was removed

so if your payment system wasn’t upgraded,

your ability to accept debit payments was

over! Canadians love their debit cards and

prefer to use them over credit cards for small

value purchases so non-compliance would

have made a huge impact on usage and

revenues from the central laundry room.

Some of the U.S.-based laundry payment

system suppliers actually exited the

Canadian market as the EMV project was

too daunting and the market not considered

large enough to justify the cost to keep up

with the regulations. The United States is just

now embarking on their EMV journey with

American Express, Discover, MasterCard

and Visa issuing confirmed roadmaps and

deadlines for abandoning mag-stripe for

more advanced EMV technology for all

merchants, processors and issuers.

Thousands of buildings in Canada were

affected and had to have their laundry

payment systems upgraded or changed out

to new systems to ensure that the laundry

card reload device was compliant with

payment regulations. Laundry operators were

challenged by time, manpower and significant

investment to ensure that these upgrades

were completed by the compliance dates.

The current focus is to continue to provide

the most technologically advanced systems

and to challenge and improve those systems

on an ongoing basis with new options and

features improving the experience for the

building owners, property managers and

their residents every day.

The latest, intelligent laundry payment

solutions operate in a connected environment

either through IP or 3G wireless. The machines

talk with the modem either by wifi or bluetooth.

This real-time connectivity allows building

owners, property managers, their residents and

the equipment service provider, a bird’s eye

view into the laundry room. Of course everyone

gets to see the information that would be of

most importance and value to them.

With real-time connectivity, you now

have access to remote laundry monitoring.

Residents can login and view which

machines are in use prior to going down to

the laundry room. They can determine how

many machines are available. They can visit

the laundry room knowing enough machines

are available for them, and receive an alert

when the machines they selected to use are

completed. They can review their individual

transactions, understand their spend and

even print a receipt when required.

Connected laundry rooms allow the

building owners and property managers to

monitor and view the activity in their laundry

rooms. They can review usage and gain a

better understanding of who is using their

laundry room, when they are using it and

how often! They can also understand peak

usage times, and machine use to ensure

the valuable amenity they are providing is

meeting resident demands and generating

the expected revenue.

The service provider can also monitor and

view the activity in the laundry rooms. They

can ensure that all equipment is operating

at peak performance and monitor whether

machines are out of order. More importantly

the operator can view what is happening

and assist the residents if things go wrong!

Individual transactions can be monitored

and when a resident has trouble using a

machine, refunds can be immediate for the

resident. They can also be assisted with card

dispensing so that they have all they need to

help them get the laundry done!

Once the equipment is online, updates and

upgrades are relatively easy and seamless

to all of the users! Real-time connectivity,

remote laundry monitoring, easy payment

and quick service all readily available.

Technology and the right equipment are both

key to providing a successful and profitable

common area laundry facility, however the

basics are still extremely important:

• Convenience is key.

• Make it safe and keep it clean.

• Enhance the social element. Make it a

comfortable room for your residents to

spend time in.

A combination of great equipment along with

latest in payment technologies, in a clean,

well-lit and well equipped common area

laundry room, will be your best bet to ensure

you are providing a valuable amenity for your

residents.

Susan Reynolds is Director, Marketing & Technology at Coinamatic Canada Inc.

Changing technologies in vended laundry


FEATURE

BY TED WHITEHEAD - DIRECTOR OF CERTIFICATION

Receives a strong endorsement for Ontario’s Minister of the Environment and climate change

In only what could be termed another

milestone win for FRPO’s Certified

Rental Building (CRB) program, Ontario’s

Minister of the Environment and Climate

Change strongly endorsed the CRB

program’s new Living GREEN Together™

standards at a public launch event held

at Park Property Management Inc.'s 66

Isabella Street apartment communities. The

Living GREEN Together™ environmental

operating Standards promotes energy &

water reduction measures, effective waste

management practices, and encourages

renters to play an active role in conservation

and creating “greener” communities in CRB-

approved buildings.

Scott Andison, FRPO's President and

CEO, made opening comments that set a

vibrant tone for the event. "When we all work

together to be environmentally-responsible

citizens, we can improve the quality of life

for all of us. This involves giving residents

the tools to conserve energy, improve

waste management practices, and reduce

water consumption.”

Minister Murray applauded FRPO, and the

industry, for its initiative and stewardship

in establishing the CRB program’s new

Living GREEN Together™ multi-residential

sustainability program. In his address, he

stated: “The occasions (I attend) that are

most special are when you get invited to

celebrate something that is already out

in the community without government

involvement. We need groups like Living

GREEN Together™ and FRPO because we

need to strengthen our partnerships.”

It is only possible for FRPO to host an

industry-leading event such as the public

launch of the CRB program’s Living GREEN

Together™ sustainability program through

the support and leadership of FRPO

members. We would like to acknowledge

and thank Park Property Management Inc.

for hosting this event at their 66 Isabella

Congratulations to FRPO on what is the best (sustainability) program in North

America for rental-housing- Honourable Glen Murray – Minister of The Environment and Climate Change

In the photo, left to right – Mr. Gerg Wengler, President, Park Property Management. Inc., Honourable Glen Murray - Minister of the Environment & Climate Change, and Scott Andison, FRPO’s President & CEO

CRB PROGRAM'S LIVING GREEN TOGETHER™

apartment communities. A very special

thanks to the management and staff who

gave freely of their time to make this event

a success and show our industry in a

positive light.

After the official proceeding, Minister

Murray toured Park Property’s new 66

Isabella property and was most impressed

with the number of new sustainability

technologies - energy savings, air and waste

management employed in the operation of

the new property.

”“


CERTIFIED RENTAL BUILDING UPDATE

(Don't have a rental website? I highly

suggest you take a quick read of my

colleague Malcolm Mo's recent article on

the importance of having a rental website:

4 Reasons Your Rental Website Beats Any

Listing Site. If you do have a rental site, keep

on reading!)

Retargeting is not likely to be the "be-all/

end-all" of your marketing efforts, but it's

a fairly savvy tool that can give you a nice

edge over your competition and can help

you achieve low-risk marketing ROI without

breaking the bank.

WHY IS RETARGETING SO AWESOME FOR THE RENTAL INDUSTRY?1. Pre-qualified audiences are the best

audiences

As opposed to other SEM (search

engine marketing) options, with retargeting

you are marketing to a qualified audience,

which is superior to settling for just a

targeted audience.

Rather than guessing at certain

demographics, trends, and keyword

searches, retargeting campaigns simply

serve your ads to people who have

already visited your website. Even more

specifically, they can be targeted at

people who have visited specific pages of

your website.

A typical rental website (if built correctly)

should showcase your properties as

though they are products. Your property

page is akin to a product page with

details, photos, and prices for your

property. Your city pages are akin to

your "store categories" pages that

list all your properties in that city and

allow the user to filter based on price

and features. This natural segmentation

works great for retargeting as you can

choose to serve specific ads, with specific

messaging, to audiences that viewed your

properties in specific cities.

2. Most of the time your ads are completely

free

Google will serve up your display ads

thousands of times per week for free.

"Impressions", as they are called, don't

cost you anything. It is only when a user

actually clicks your ad that you will be

charged. But here is the catch, users

only click on ads less than 1% of the time

meaning that 99% + of your served ads are

actually pro-bono.

3. When it's not free, and people click, it's

fairly inexpensive!

When a user does click through,

display network marketing is still relatively

inexpensive compared to traditionally SEM

search campaigns. In the rental housing

industry, display retargeting campaigns

will typically only cost between $0.30 and

$0.80 per click; whereas, many search

network campaign clicks on apartment-

related keywords (ie. "Ottawa Apartments")

will cost between $1.50 - $4.00 (depending

on the market you are competing within).

This cheaper acquisition of visitors to your

website can bring your cost-per-lead (CPL)

down significantly. If you want to learn more

about CPL and acceptable rates to pay –

I recently wrote an article that you should

check out called: How Much Is an Online

Rental Lead Worth?

HOW TO GET STARTED WITH RETARGETING?If you have the internet and a credit card it

is possible to setup yourself from a Google

AdWords account – but without watching

a significant amount of how-to videos on

YouTube or previous experience using ad

words, it may prove to be challenging.

If you need help setting up a retargeting

campaign or have questions about how it

can benefit your business, feel free to reach

out to me and I can help point you in the right

direction.

RETARGETING FOR THE RENTAL INDUSTRY

BY MAX STEINMAN - DIRECTOR OF SALES, LANDLORD WEB SOLUTIONS

3 reasons to love this effective form of advertising

Have you ever gone online to

book a flight or a car rental and

noticed that for days, and even

weeks after, you see banner ads

from Air Canada and Enterprise on almost

every single website you visit? The same

goes for your searches for hotels, insurance

companies, furniture stores, and banks. These

businesses that are figuratively "stalking" you

around the web have discovered the great

power of retargeting.

WHAT IS RETARGETING?Retargeting allows you to market exclusively

to the people who have already visited your

website. You may have also heard the term

"remarketing." Remarketing traditionally refers to

email-marketing campaigns; however, it is now

synonymous with retargeting, thanks to Google.

If you own or manage rental communities

and apartments and you have a rental

website, there is nothing holding you back

from replicating the same strategies that

your favourite airlines, hotels, and rental car

companies have been implementing for years.


FEATURE

The internet has become an essential

part of our daily lives. And although

it has many advantages and positive

uses, there is, unfortunately, a dark

side to the cyber world: cyber stalking and

harassment.

Cyber stalking is using the Internet or other

electronic means to stalk or harass a person,

a group of people, or an organization. It can

include a variety of activities such as false

accusations or statements, making threats,

identity theft, etc.

Cyber stalking and harassing has sadly

become more and more common, with the

vast majority of it targeted towards women.

A new alarming study concluded cyber

stalking has become more prevalent than

real-world stalking. The psychological

effects and scope is much greater and more

insidious than face-to-face stalking and can

turn a victim’s life completely upside down.

And according to another study conducted

by the Working to Halt Online Abuse (WHOA)

organization, over half of cyber stalking

victims in 2013 knew their stalker.

Perpetrators can hide their identities

more easily online, and can harass victims

continuously 24 hours a day, 7 days a week.

Perpetrators use a variety of methods

including email, texts, phone calls, and social

media. This type of harassment is relentless

and ever-present. And all too often, victims

feel like there is no safe haven or escape.

Women being cyber stalked live in

perpetual fear of a faceless danger.

This fear follows them everywhere. At

home. At school. At work. It never ends.

Slowly but surely, victims of cyber stalking

are consumed by feelings of anxiety and

stress, and their reputation, and overall

sense of safety ultimately deteriorates.

This kind of stress causes absolute misery,

affecting all areas of a victim’s life including

but not limited to their mental health, work/

school performance, and personal lives.

Here are a few valuable tips to protect you

from Cyber Stalking:

• Limit sharing personal information on the

internet especially your home address,

email address, phone number, etc.

• Password protect all accounts with a

complex password and change passwords

frequently. When leaving a partner, reset

all passwords immediately.

• Fully log out of all software and websites

when leaving a computer, particularly if

someone else has access to the computer

or if it’s in a public place.

For more information, please visit www.

intervalhouse.ca. FRPO is proud to partner

with Interval House and our members have

supported the work of Interval House since

2007, funding innovative programs and

helping to provide housing and resettlement

for women and their families after they leave

the shelter.

CYBER STALKING

BY ASHLEIGH SAITH, DIRECTOR, DEVELOPMENT & PARTNERSHIPS, INTERVAL HOUSE

Tips to prevent online harrassment

Steven Chester is the Digital Media Director of MediaEdge Communications and helps companies expand their reach through social media and other digital initiatives. To contact him directly, email [email protected] or call 416.512.8686 x224.

By Steven Chester

SOCIAL MEDIA COLUMNSponsored by MediaEdge

>

Make your audience intelligence count

Now that we’ve identified your social media goals, it’s time to figure out which platform is best for you.

Start with the big three: Facebook, Twitter, and LinkedIn. Using the search feature, look into each platform and search out industry terms, names of companies you’re interested in, clients, and especially your competitors.

Here are some tips to make that audience intelligence count: • Are there lots of active Twitter

conversations for your search term? Take a look at those conversations, are you noticing recurring hashtags? Then dig a little deeper, and take note of those hashtags and what they mean – you’ll need them later.

• With LinkedIn, search out companies and check out what’s being said via their profile page. But don’t forget Groups – LinkedIn may have discussion groups related to your business interests with tens of thousands of participants already chiming in. Join the groups and look at the participants – see anyone you want to connect with?

• If you think Facebook is just a way to connect with friends and see what your teenaged niece ate for lunch, think again. Search terms via Facebook will dig up company pages, news feeds, comments from users, photos, places and events, all related to that search term.

Now gauge which platform has the most of the above, then rank which platform(s) deserve the most attention.

Next up, we’ll talk about that all-important content strategy.

SocialMediaColumn_Condo_April_2016.indd 1 2016-05-09 1:03 PM


FEATURE

BY MICHAEL DOWRICH

Prospective and existing tenants

compare customer experiences

across all companies they engage

with, not just your competitors. This

will force those who want to differentiate

themselves in the property management

and apartment rental industry to examine

engagement technology used across all

sectors.

Tenants and prospects are making more

informed, active decisions about where they

want to live, before they even communicate

any interest to you. That means property

management organizations must recognize

and embrace the tenant perspective, and

more critically, how and when tenants

choose to engage their brand.

Emotions of tenants and prospects

interacting with a property management

brand can range from sad, angry, to exciting,

rewarding periods in their lives. Great

property management brands recognize this

and keep their tenants engaged before and

after the lease is signed.

‘Customer Effort’ is another trending

satisfaction variable that is being greatly

reduced by various technology innovations.

Tenants and prospects all want to find

answers to questions and concerns that

make their journey towards a lease and long-

term tenancy with the littlest, simplest tenant

effort possible.

Technology across the tenant experience

journey has and can result in significant

tenant satisfaction and vacancy rate results.

While Self-Service technology has also

been transformational, here are three other

innovations that are making satisfaction,

revenue, savings contributions.

OMNI-CHANNEL Customer engagement technology gives

property management firms the ability

to interact and respond to tenants and

prospects through any channel they choose.

In most organizations it is not unheard of

to be utilizing multiple applications and

channels (some as many as 9!) to manage

phone, email, mobile and their Twitter and

Facebook accounts. Having one seamless

holistic and coherent view of your tenant’s

interactions with you, even from an analytics

reporting perspective has been a daunting

integration nightmare for those who tried.

Omni-Channel technology capabilities

on the market today can give your staff

100% visibility and insight that presents

one consolidated view of your tenant or

prospect interactions with you, whether

it's via Twitter, Facebook, Website, Mobile,

Chat, Email, SMS Text Messaging, Voice

or any other digital channel that has not

been discovered yet. A tenant may use the

phone or your Facebook page to start an

interaction with you in the morning, follow-

up with you in the afternoon via Chat, and

end the next day with a confirmation of

an appointment via mobile text from you

back to the tenant, because that was the

tenant’s preference. Tenant satisfaction

is immediately increased by not having to

repeat everything said in another channels.

RELATIONSHIP STATUS – ‘ENGAGED’Why technology-enhanced tenant support is a must for your brand and tenant experience


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Your team gains efficiencies, productivity

and savings by not having to check multiple

applications, or waste time having the

tenant repeat themselves.

CHAT A benchmark report by Zendesk revealed that

live Chat support offered the highest levels

of customer satisfaction when compared to

every other service touch point. When you

add that 57% of web users will abandon a

website the moment they have a question

without a ready answer, why wouldn’t you

leverage Chat technology? With lowering

vacancy rates being everyone’s goal, this is

a lot of potential tenants that may move on to

other websites, or that you are asking to use

another channel like the phone to contact

you when they are already on your website.

Understanding your website is a major 24/7

lead generator, and that current tenants

may also use it as an initial touchpoint, chat

support is only a fraction of the cost to

operate compared to phone support.

SOCIAL MEDIA Social media has emerged as the digital

channel of choice for many consumers,

and tenants are no different, especially

when they see how effective it can be in

other business relationship interactions

they have. According to a Search Engine

Watch study, 70% of Twitter users expect

a response when they ask a question, with

53% of those expecting an answer within an

hour. This goes up to 72% when they have a

complaint! Several tools, including free ones

can allow you to listen and monitor every

time someone mentions your brand. If you

are not going to respond to your tenants

or prospective tenants on social media (or

email?!) in a timely manner (to them!), then

focus your efforts to those communication

channels that you are good at. Remember it

is ‘Social + Media’, not media alone.

WHAT’S NEXT?A recent report from Gartner indicated that

by 2020, customers will manage 85% of

their interactions with businesses without

interacting with a human.

Leveraging customer experience

technology is a must for those who want to

differentiate themselves, so update your

property management relationship status to

engaged!


FEATURE

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MEDIA CLASSIFIEDAttn: Maryann KalchosT: [email protected] 100 Huron Avenue, P.O. Box 208

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A-1 RESTORATION B.E.SAttn: Peter BooneT: [email protected]

ACE PAINTING & DECORATING CO. / CRANFIELD GENERAL CONTRACTING/ V&E CLEANING

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ACE GROUP OF COMPANIESAttn: Frank EvangelouT: 416-285-5388F: [email protected]

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AIRD & BERLIS LLPAttn: Robert DoumaniT: 416-863-1500F: 416-863-1515 150 York Street, Suite 900

Toronto, ON M5H 3S5

AVISON YOUNG COMMERCIAL REAL ESTATEAttn: David LiebermanT: [email protected]

11 Kelfield StreetToronto, ON M9W 5A1

BROOK RESTORATIONAttn: Geoff CristT: [email protected]

130 Bridgeland Ave., Suite 101Toronto, ON M6A 1Z4

BRYENTON ENERGY SERVICESAttn: Catherine BryentonT: [email protected]

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2 Bloor Street, W.Toronto, ON M4W 3R1

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CANNON PEST CONTROLAttn: Jarrett [email protected]

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307-700 Richmond StreetLondon, ON N6A 5C7

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CYNERGY MECHANICALAttn: Gerald McCannT: 416-749-2200F: [email protected]

509 Mill StreetKitchener, ON N2G 2Y5

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P.O. Box 650Scarborough, ON M1K 5E3

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4000 Victoria Park AvenueToronto, ON M2H 3P4

ENERCARE CONNECTIONS INC.Attn: Scott BeneteauT: 416-649-1892F: [email protected]

550 Alden Road Unit 110Markham, ON L3R 6A8

FIRETRONICS 2000 INC.Attn: David MorrisT: [email protected]

100 University Ave.North Tower, Suite 700Toronto, ON M5J 1V6

FIRST NATIONAL FINANCIAL LPAttn: Mr. Peter CookT: 416-593-1100F: 416-593-1900

44 Frid Street Hamilton, ON L8N 3G3

GOTTARENT.COMAttn: Genevieve DelaneyT: [email protected]

8885 Jane StreetConcord, ON L4K 2M6

HD SUPPLY CANADA INC.Attn: Basil SealyT: 416-276-8630F: [email protected]

747 Hyde Park Road, Suite 100London, ON N6H 3S3

IC FUNDINGAttn: Fred GrossmanT: [email protected]

10 Alcorn Avenue, Suite 100Toronto, ON M4V 3A9

INFORMA CANADAT: 416-512-3809

543 Richmond Street West, Suite 101Toronto, ON M5V 1Y6

INTERFACEAttn: Pamela MasonT: [email protected]

2016 CORPORATE MEMBERS


2016 CORPORATE MEMBERS For more information on the benefits of Corporate Membership contact: Lynzi Michal at [email protected] or 416-385-1100 ext. 222

130 King Street WestToronto, ON M5X 1E5

J.D. POWER & ASSOCIATESAttn: Adrian ChungT: 416-507-3257F: [email protected]

500 King St. WestToronto, ON M5V 1L9

KIJIJI REAL ESTATEAttn: Lionel RomainT: [email protected]

TD Centre, TD Bank Tower66 Wellington St. W.,Suite 4400, Toronto, ON M5K 1H6

KINGSETT CAPITALAttn: John BurdiT: [email protected]

2001 Albion Road, Unit 22Etobicoke, ON M9W 6V6

LINCOLN PAVINGAttn: Anthony TaylorT: [email protected]

408 Pitt StreetCornwall, ON K6J 3R2

@LIVECONXAttn: Michael DowrichT: [email protected]

233 Evans Avenue, Suite 201Etobicoke, ON M8Z 1J6

LUMENIXAttn: Liam [email protected]

20 Mural St. Unit 1B Richmond Hill, ON L4B 1K3

MAJOR AIR SYSTEMSAttn: Maria PeroneT: [email protected] 200 King Street West, Suite 400

Toronto, ON M5H 3T4

MCAP FINANCIAL CORPORATIONAttn: Leo St. GermainT: 416-847-3870C: 416-624-9424

5255 Yonge Street, Suite 1000Toronto, ON M2N 6P4

MEDIAEDGE COMMUNICATIONSAttn: Mitchell SaltzmanT: 416-512-8186 [email protected]

4250 Dufferin StreetNorth York, ON M3H 5W4

MIDNORTHERN APPLIANCEAttn: Michael GnatT: 1-877-353-2850F: 416-635-4798

100 Via Renzo Drive, Suite 302Richmond Hill, ON L4S 0B8

MPAC - MUNICIPAL PROPERTY ASSESSMENT CORPORATIONAttn: Lenny DelMedicoT: 289-317-0859F: [email protected]

91 Pippin RoadConcord, ON L4K 4J9

MULTITECH CONTRACTING 2000 INC.Attn: Carlos LopesT: [email protected]

40 University Ave., Suite 502Toronto, ON M5J 1S3

MURRAY & COMPANY LIMITEDAttn: Mr. Robert LynchT: 416-598-0950F: 416-597-8415

R

944 South Service RoadStony Creek, ON L8E 6A2

NORSTAR WINDOWSAttn: John VaccaT: 905-643-9333F: [email protected]

Students.com

176 James StreetSt. Catharines, ON L2R 5C5

PLACES4STUDENTS.COMAttn: Laurie SnureT: 866-766-0767 ext. 102F: [email protected]

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1465 Pickering ParkwayPickering, ON L1V 7G7

PRIORITY SUBMETERING SOLUTIONS INC.Attn: Andrew BeacomT: [email protected]

P.O. Box 178Newmarket, ON L3Y 4X1

RIKOS ENGINEERING LTD.Attn: Dale GalarneauT: [email protected]

855 York Mills RoadToronto, ON M3B 1Z1

ROGERS COMMUNICATIONSAttn: Greg StokesT: 416-446-7014F: 416-446-7416

24 Carlaw AvenueToronto, ON M4M 2R7

SHERWIN-WILLIAMS CO.Attn: Laura Jermacans-StolkT: [email protected]

50 Kenview Blvd.Brampton, ON L6T 5S8

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SOLID GENERAL CONTRACTORS INC.Attn: Carlos MunozT: [email protected]

2700 Steeles Ave., W., Unit 4Concord, ON L4K 3C8

SPARKLE SOLUTIONSAttn: Maria MascallT: 905-660-2282 x 249F: [email protected]

300-675 Cochrane Dr., West TowerMarkham, ON L3R 0B8

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36 Kelfield StreetToronto, ON M9W 5A2

TAC MECHANICAL INC.Attn: Patrick CarboneT: 416-798-8400F: [email protected]

66 Wellington Street W., 39th FloorToronto, ON M5K 1A2

TD COMMERCIAL MORTGAGE GROUPAttn: Frank MaloneT: 416-944-6574F: [email protected]

777 Bay Street, Suite 2801Toronto, ON M5G 2C8

UNION GAS LIMITEDAttn: Joe MerianoT: [email protected]

555 Hanlan Road, Suite 1Vaughan, ON L4L 4R8

WATER MATRIX INC.T: [email protected]

2100 Matheson Blvd. E., Suite 201Mississauga, ON L4W 5E1

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YARDI CANADA LTD.Attn: Peter AltobelliT: 905-671-0315F: [email protected]


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YELLOW PAGES NEXTHOMEAttn: Anne-Marie BreenT: [email protected]

100 Wilkinson Road, Unit 16-17Brampton, ON L6T 4Y9

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