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United States map showing locations of properties managed in teh Western United States
  • APM Philosophy
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  • Customer Service
Asset Management & the APM Philosophy
 

American Property Management is dedicated to being the best asset management company in the west through our focus on operational excellence and superior customer service. These fundamental objectives allow us to attain outstanding financial returns for our clients, while creating an exceptional apartment-home experience for our residents.  If you would like to see how APM can improve the appearance, operational efficiency and financial success of your property contact us for a free management proposal.
Phone: 425-709-7256
Email: apminfo@acg.com
 
FINANCIAL STATEMENT
             
Property Name Location Units Development Status Total Rentable sqf Current Estimated FMV Properties Sold After Tax IRR
Seasons at Surprise Surprise, AZ 200 Under Development -- -- --
Woodland I Olympia, WA 224 Under Development -- -- --
Legacy Park I Stockton, CA 200 Under Development 199,500 40,000,000 --
Woodland II Olympia, WA 224 Under Development -- -- --
Legacy Park II Stockton, CA 200 Under Development 198,750 65,000,000 N/A
Jefferson Park Sacramento, CA 208 Under Development 350,000 85,000,000 N/A
Olive Tree – Commercial Chandler, AZ N/A Under Development 82,000 17,000,000 N/A
Gresham Station Gresham, OR 204 Under Development 229,500 51,000,000 N/A
Jefferson Village – Commercial Sacramento, CA N/A Under Development 350,000 85,000,000 N/A
The Meadows Tacoma, WA 200 Built 2009 229,500 51,000,000 N/A
Tierra Pointe Casa Grande, AZ 236 Built 2009 N/A N/A N/A
Sierra Oaks Turlock, CA 208 Built 2008 197,600 33,000,000 N/A
Sterling Pointe Flagstaff, AZ 202 Built 2008 191,554 27,500,000 N/A
Monticello Sacramento, CA 208 Built 2007 239,223 62,500,000 N/A
Dakota Lacey, WA 156 Built 2007 N/A N/A N/A
The Highlands Gilbert, AZ 288 Built 2007 288,546 55,000,000 N/A
Addison Greens Puyallup, WA 225 Built 2006 217,338 31,000,000 N/A
Brooks Landing Modesto, CA 232 Built 2006 230,984 35,750,000 N/A
River Trail Puyallup, WA 225 Built 2005 217,338 31,000,000 43.0%
Capitol Place Sacramento, CA 192 Built 2005 198,304 32,000,000 37.5%
Eaglewood Woodland, CA 156 Built 2004 147,968 27,000,000 41.7%
Avalon Gresham, OR 225 Built 2003 205,267 22,800,000 N/A
Laguna Creek Elk Grove, CA 160 Built 2003 171,615 28,500,000 12.9%
Columbia Trails Gresham, OR 264 Built 2002 254,196 33,364,300 70.0%
Grand Oaks Corvallis, OR 125 Built 2002 116,220 15,000,000 140.8%
Olive Grove Chandler, AZ 289 Built 2001 289,528 35,000,000 23.7%
Aspen Court Casper, WY 151 Built 2000 121,180 9,000,000 67.7%
Silver Spring Kent, WA 251 Built 2000 223,026 20,000,000 N/A
Woodmark Woodland, CA 173 Built 2000 146,742 21,500,000 N/A
Alderbrook Kent, WA 207 Built 1999 178,808 18,125,000 N/A
Citrus Grove Sacramento, CA 241 Built 1999 247,321 33,000,000 64.7%
Summit Tacoma, WA 171 Built 1999 149,248 13,275,000 N/A
Autumn Run Great Falls, MT 121 Built 1998 101,758 8,240,000 N/A
Cedarwest Bend, OR 121 Built 1998 106,014 8,515,000 N/A
Glenbrooke Puyallup,WA 225 Built 1998 189,894 15,880,000 N/A
Loma Vista Las Vegas, NV 402 Built 1998 406,109 44,000,000 94.8%
Marketplace Vancouver, WA 173 Built 1998 141,592 12,215,000 N/A
Courtside Olympia, WA 211 Built 1997 187,352 15,016,000 19.9%
Eaglepoint Spokane, WA 141 Built 1997 117,492 9,481,000 19.8%
Mountainside Cheyenne, WY 157 Built 1997 114,838 9,824,000 18.8%
Northwind Reno, NV 185 Built 1997 170,650 18,500,000 178.4%
Winterhill Marysville, WA 149 Built 1997 92,600 11,651,000 22.7%
Creekside Missoula, MT 161 Built 1996 127,897 10,849,000 17.6%
Heatherstone Tri-Cities, WA 225 Built 1996 186,373 13,314,000 20.5%
Parkview Kennewick, WA 109 Built 1996 89,077 5,892,000 3.3%
Rock Creek St. George, UT 59 Built 1996 45,290 3,718,000 26.6%
Sand Creek Apartments Colorado Springs, CO 121 Built 1996 99,547 5,884,000 20.3%
Summerglen Apartments Mt. Vernon, WA 153 Built 1995 129,386 11,033,000 14.8%
Canyon View Apartments St. George, UT 109 Built 1995 81,263 6,000,000 19.7%
Evergreen Ridge Apartments Bellingham, WA 145 Built 1995 117,403 8,000,000 N/A
Green Valley Apartments Colorado Springs, CO 121 Built 1995 96,977 7,500,000 16.6%
Ridgeview Apartments Ogden, UT 79 Built 1995 66,879 4,205,000 14.7%
Southridge Apartments Reno, NV 93 Built 1995 71,219 7,500,000 12.9%
Valley View Apartments South Ogden, UT 80 Built 1995 59,757 4,288,000 12.8%
North Cliff Terrace Apartments Spokane, WA 87 Built 1994 66,034 4,000,000 14.6%
River Pointe Apartments Salt Lake City, UT 93 Built 1994 66,459 5,000,000 43.9%
Rose Lane Apartments Layton, UT 64 Built 1994 48,016 3,205,000 25.2%
Mountain View Apartments Kennewick, WA 121 Built 1994 98,432 5,500,000 22.8%
Shiloh Glen Apartments Billings, MT 120 Built 1994 91,390 5,000,000 40.7%
Towne Square II Apartments Boise, ID 80 Built 1994 59,017 2,750,000 N/A
Gatehouse Apartments Layton, UT 100 Built 1993 74,612 4,216,000 24.7%
Maple Crossing Apartments Maple Valley, WA 76 Built 1993 59,326 4,020,000 25.7%
Skyline Apartments Reno, NV 100 Built 1993 83,257 5,397,000 12.5%
Skyview Apartments Reno, NV 100 Built 1993 83,257 5,275,000 12.1%
Westlake I Apartments Maple Valley, WA 96 Built 1993 76,456 4,697,000 4.3%
Wildflower Apartments Missoula, MT 96 Built 1993 74,092 4,112,000 38.9%
Cottonwood Ridge Apartments Sandy, UT 102 Built 1992 83,708 4,750,000 26.4%
Crystal View Apartments Park City, UT 96 Built 1992 67,218 4,634,000 29.8%
Longfellow Creek Apartments West Seattle, WA 83 Built 1992 63,918 10,000,000 44.5%
Northbrook Apartments Bellingham, WA 90 Built 1992 69,309 4,950,000 19.3%
Hart Terrace Apartments Spokane, WA 72 Built 1991 51,991 3,579,000 25.3%
Towne Square I Apartments Boise, ID 80 Built 1991 59,914 2,750,000 N/A
Park River Apartments Boise, ID 91 Built 1990 68,040 3,000,000 N/A
Brookwood Apartments Ellensburg, WA 40 Acq. 1989 25,016 1,500,000 N/A
Pineview Apartments Spokane, WA 54 Built 1987 45,434 1,750,000 N/A
Fairwood Apartments Coeur d’ Alene, ID 120 Built 1989 90,084 4,750,000 N/A
Pineridge Apartments Spokane, WA 68 Built 1987 54,480 2,000,000 N/A
Sunpointe Apartments Vancouver, WA 210 Built 1989 166,444 11,000,000 14.5%
Total   11,781        
   
The APM Philosophy
 
 
MARKETING
Curb Appeal

Signage is very important and will be the first thing a prospect notices.  Signage is replaced three times a year, March, July and October.  Each time the color theme changes in an effort to draw new attention to the community.  It is the Manager’s responsibility to let the Regional Manager know if signage had been damaged or stolen so that replacement signage can be ordered right away.

• Flags – Poles are installed at construction in accordance with the city signage policy.  If there is no policy from the city, APM policy is 10 poles with 10 colored flags and two poles by the office, one with the state flag and one with the American flag.
• Balloons – Our policy is a minimum of three balloon clusters at each property.  Balloon colors will match the sign package colors.  Each balloon cluster should have 9 balloons. 
• Banners / Sandwich Board or Other Promotion
 
The following are the bare minimum requirements for a sign package
• Two banners (one phone number and one www.freerent4me.com)
• One A-frame board (size depends on city code)
• One starburst banner (FREE LATTE’S or FREE RENT)
• One Facebook Banner
   
• Additional items depending on city code include
 
• Bootleg signs with frames (5 minimum)
• Sky balloon
• Horizontal sky banner
   
• Landscaping
 
• Flowers are changed out a minimum of twice a year.
• Fire lanes and curbs are painted red or yellow.
• Grounds are walked by Manager and Maintenance Supervisor each morning to ensure there is no trash and no issues happened over night.
   
sign on the street apartment building apartment club house apartment street sign
 
Amenities and Model
• Clubhouse
 
The clubhouse is decorated depending on the season.
Fresh cookies and coffee are made daily.
Pool and Hot Tub are cleaned and tested multiple times a day.
Clubhouse is cleaned each morning by Housekeeper or Leasing Consultant.
• Cleaning includes:
 
• Vacuum
• Windows washed
• Bathrooms cleaned
• Workout room cleaned and sanitized
• Garbage emptied
• Desks wiped down
   
   
• Recreation Facilities – Along with providing a home for our residents we also provide many services to make our communities feel like a resort.  Each of our communities has a fitness center and many are open 24 hours.
 
Additional facilities depending on community include:
• Seasonal pool and hot tub
• Billiard Room
• TV/Theater Room
• Playground
• Meeting Room
• Computer Center
• Full Kitchen
• Cedar Sauna
• Basketball Court
   
• Show Unit – There should be at least one target home for each floorplan, depending on availability.  It is the responsibility of the Manager that this home be walked each morning and cleaned if needed.  This home must be vacuumed every other morning.
 
The home should have the following marketing items:
• Move-in gift (on kitchen counter)
• Welcome letter from maintenance team (on kitchen counter)
• Welcome card from staff (on kitchen counter)
• Custom logo Welcome Mat (placed inside the front door)
• Roll of toilet paper with property logo sticker in each bathroom
• Model Home —  Each community has one furnished apartment home.  The model home is equipped with a Model Minder for energy savings.  When the model door opens all the lights, music and heat come on.  After 10 min, the average time of a tour, all the lights in the model home shut off.

 
 
swimming pool living room courtyard with pool and chairs dining area with candles
 
Branding Program and Neighborhood Knowledge
• The APM Branding Program is a program where all the area merchants that do business in the neighborhood are met by the office staff.  This ensures the on-site team will be the neighborhood experts always knowing where to get the best pizza, cheapest dry cleaning and who delivers, etc.
• As the contacts are made, the merchants are invited to participate in the neighborhood information packet given to each new resident and menus / coupons offered for the move in packet.  The pizza delivery companies we recommend are approached to offer free pizzas.
• A 5-mile radius marketing plan is put into place.
   
APM branded coffee cup AMP branded window Eaglewood braded glass free latte & donuts with tour
 
Strategic Partners
• Each site has 5 strategic partner businesses within their target market radius.
• Partner examples are: Costco, Target, colleges and hospitals to name a few.
• It is the manager’s responsibility to locate a contact person at each of the 10 businesses and become partners for marketing purposes.
• Each property has a list of 10 preferred employers in the area.  The employees of the preferred companies receive a 5% discount on rent.
   
Target Costco Nau Lumberjacks Commercial Building
 
Advertising Plan
• Each community has their own marketing plan based on advertising in the area and using past traffic source numbers.  Some of the print/web sites you will find APM communities are:
 
• forrent.com
• apartmentguide.com
• apartments.com
• rentals.com
   
• Each community is responsible for posting a www.craigslist.com ad each day.
 
• In addition to the apartment general ad, each site posts a unit specific apartment ad for the target unit of the day.  This creates a heightened sense of urgency with the prospects.  This is also used to create a no pressure atmosphere so the unit looks to be posted by a single person for a single apartment and not a general one from the property
   
• The Sales Manager will post a Craig's List ad for any site under 90% each Monday and Friday for added promotion.
• Each property utilizes a Facebook page.
   
Brooks landing living area broxure brochure Monticello brochure Sierra Oaks brochure
 
Promotions / Specials
• Rent/Special Change Forms (RSCF) are reviewed three times a week, Monday, Wednesday and Friday.  The Regional manager updates the RSCF based on traffic and rentals from previous weeks and reviews changed requested with the Area Manager.
• The site market survey is also used to determine pricing and specials based on what the competition is offering.
 
• Each site has a market survey that is updated with rent amounts and specials by calling the local competition each Wednesday of loc.
• A detailed map showing the location of the competition to our community is included.
• The market surveys are used to determine if we are priced right in the market and to stay a head of the competition on specials.
   
• After the Area manager approves the changes to the prices or specials, a PDF is made and sent to each site.  The site keeps these forms in a notebook.
• The RSCF packets are then given to the Sales Manager to enter into new prices and specials in the online ads.
• Properties update Craig’s List ads as soon as new specials or rents are received.
   
spin the wheel game table with flyers and handouts table with hawaiian theme poster lady putting balloons on a street sign
 
Resident Renewal Program
• We look at renewals on a 30/60/90/120/150/180 day from expiration schedule.
 
• Our goals for each month are as follows:
 
• 30 Day = 65%
• 60 Day = 55%
• 90 Day = 45%
• 120 Day = 30%
• 150 Day = 20%
• 180 Day = 10%
• Renewals are part of the RSCF packet on the last Monday of each month.  At this time pricing and specials are determined and approved based on number of renewals in month, floorplans available and total exposure.
• Often the best special is given on the 180 day renewal in hopes to secure the renewal as far ahead as possible.
• A renewal letter is sent to the resident on the first of each month letting them know what their new rent rate will be; special offered and lease term options.  A new renewal letter is sent each month until a lease is signed or the resident moves out.
• NEW** - We now offer a Job Loss Program.  If residents sign a new lease and are laid-off before the new lease begins, they can provide us with the lay-off letter and we will let them out of the lease.
• We offer one renewal dinner each quarter where the office stays open until 7pm and dinner is available for all renewing residents to attend, meet with Manager and ask questions about renewing.
• If goals are not met by the week before the 15th of each month, Managers stay until 8pm on that Thursday.
   
table with centerpiece decorations fruit basket table with hors d'ouvres room decorated with Valentine's day theme
 
Resident Retention
• We offer many exciting resident activities each month.  Each site has a Monthly Marketing/Retention Calendar with the activities planned out.  We do one large party/activity each quarter, Saturday brunch (at market properties each week), an Early Bird drawing and many other monthly activities based on the time of year such as coloring contests and holiday get-togethers.
• The Monthly Marketing/Retention Calendar is the bare minimum that each site does with most doing extra activities such as coloring contests, food drives, etc. This helps to keep APM sites consistent.
• Each community also offers free movie rentals.
   
children's bounce house community party sign theme party with decorations water bottles and snack basket
 
REPORTING
• Site:
 
• Each site turns in a Daily Site Report by 6pm each day. This report is a compilation of many reports all relating to the operations of the property.
• Reports are for the Regional Manager as well as APM upper management to understand what went on during the day starting with the manager arriving, the property walk, maintenance meeting, leasing meeting and daily goals. Call and walk-in traffic is tracked based on advertising source and rentals on the Occupancy Report. Some of the other reports in the file include: Vacant Turnboard, Delinquency Report, Renewal Report, Garage Report and Market Survey.
• Reports are reviewed first thing in the morning by all Regional Managers and upper management.
   
• Regional Review:
 
• The Regional Manager does an inspection of their properties once a month. They review these inspections in two parts:
 
• Physical – They review the aspect of the property. The grounds, clubhouse, signage, vacant units and garages.
• Audit – Reports are reviewed, resident files, prospect files, accounting files and vendor files.
   
spreadsheet showing rates and statistics spreadsheet checklist spreadsheet checklist budget report
 
INSPECTIONS
   
indoor painting lady at computer signing papers home inspector lady filing documents
 
STAFFING
• To be hired by APMI, each new employee must complete a background check and drug test.
• Staff training begins on day one. Each job description comes with a two week -30 day training packet that must be completed and signed off on by the new employee and supervisor. There is a test at the end of the training.
• Each new employee receives a 30 day evaluation.
• Each employee receives a review quarterly.
• There is a standard tour that all APM site employees follow to be consistent.
• In addition, in depth leasing training is taught by the Sales Manager during each site visit or over the phone using Power Point visuals and actual prospect calls for critiquing and quality control.
 
• There is a random phone shop and email shop at each site monthly to ensure APMI standard is upheld.
• There is also a quarterly e-mail, phone and in-person shop at each APMI community.
• APMI has a dress code policy:
 
• Office Staff Men:
 
• Business suits are required in solid color or pin stripe.
• Tie is mandatory
• Dress shirt
• Belt
• Socks
• Dress shoes free from scuffs
• Name tag is to be worn at all times
• No – hats, sunglasses, dyeing of hair (must look natural, long hair, piercings or tattoos.
   
• Office Staff Women:
 
• Business suits are required in solid color or pin stripe.
• Short sleeved or long sleeved blouse, no animal print.
• Camisole must be worn under shirt.
• Conservative low-heeled pump no more that 2 ½’’ and free from scuffs.
• Name tag is to be worn at all times
• No – hats, sunglasses, dyeing of hair (must look natural), cotton t-shirts, sleeveless shirts; open toed shoes, sandals, piercings or tattoos.
   
• Business suit coat must be worn at all times while standing or walking around the office. Suit jacket may be removed only while sitting at the desk and should be hung on the back of the chair for easy access.
 
• Maintenance/housekeeping/grounds Service Staff:
 
• APM provides three logo shirts and one logo hat per service staff employee.
• Maintenance Supervisors are provided with a logo jacket.
• Jeans must be kept clean with no holes
• Shorts may be worn in the summer
• Closed toe tennis shoes or work boots must be worn
• Photo ID badge is to be worn at all times
• No – hats, sunglasses, dyeing of hair (must look natural), sleeveless shirts; open toed shoes, piercings or tattoos.
   
The APM look - dress for success Men's Dress guidelines Women's dress guidelines Service staff dress guidelines
 
Expected Goals and Results
• The Regional Manager works with the Manager to set up a Business Plan each quarter taking occupancy goals, upcoming renewals, staffing and the market into consideration.
• In addition there are three objectives set up per property, financial goals, cost-cutting goals and marketing goals.
• At the beginning of each quarter, the Regional Manager sits down with the Site Manager and reviews the Business Plan and both sign the document agreeing to the goals set fourth.
• The rental/renewal goals are posted at each site in a highly visual location for all staff so that clear and concise goals are viewed daily and are used by the Site Manager for daily team meetings.
• The bonus program for staff is tied to meeting and exceeding these goals.
   
Manager meeting with tenant Manager showing tenant paperwork apartment complex being constructed finished apartment complex
 
Executive Summary
• At the end of each quarter APMI holds a two day Quarterly Meeting where all the Regional Managers and upper management come together to review the previous quarter as a company.
• The previous quarter Business Plans are reviewed by all APM upper management along with the responsible Regional Manager at these meetings to ensure leasing and occupancy goals are met or exceeded.  If goals were not met a plan of action is put into place and changes to upcoming quarter Business Plan are made whether it be staffing or advertising.
• This is also where ideas are shared and a company plan for the new quarter is put into place.
   
staff meeting staff meeting staff taking minutes on large notepad lady giving presentation
 
 
CUSTOMER SERVICES
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, we know that we won’t be profitable for long.

Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When we satisfy our customers, they not only help us grow by continuing to do business with us, but recommend us to friends, family and associates.

APMI’s 7 Steps of Customer Service

1)      We smile and say “HELLO!" to every person we come in contact with.
2)      We listen to our customers needs.
3)      We deal with any complaints.
4)      We are helpful - even if there’s no immediate profit in it.
5)      We train our staff to ALWAYS be friendly, courteous, and knowledgeable.
6)      We take the extra step to ensure a positive experience.
7)      We follow-up.
   
lady baking cookies serviceman in small car lady with balloon advertisements man shoveling snow
 
 
 
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