Insanely Great Year

We wanted to take this opportunity to welcome Jay(legal name Jassim), our new floating leasing consultant. Jay comes to us with wealth of customer service experience, along with sales in the banking industry. He started as a teller with Wells Fargo and proved successful in the customer service and sales department. He was promoted to a personal banker and became the #1 salesperson for the 1st year he was in that position.

Jay loves to interact with people and enjoys singing in his car on his way to work(not to say that he is very good at it, that's why he does it in the car). He loves fine dining, going to the movies, and dancing in his spare time.

Jay- welcome to Equity Residential. We are excited to have you on our team and look forward to your energy and motivation. .........woowoo- Portland ROCKS!!

Susanne has been a Leasing Consultant with Palladia since May 2006. She started as a Temp from Employer's Overload and was officially offered the position in July. She previously went to school in Los Angeles at the Fashion Institute of Design & Merchandising and will be continuing her education at Portland State. She has a variety of customer service experience including being a Hostess at a resort in L.A. She loves her Chihuahua Bradifur! We are proud to have her on our team!

We wanted to take this opportunity to congratulate Desiree Lee in her recent promotion to Assistant Manager at Kempton Downs. She originally began her journey with Equity in April of 2004 as a leasing professional, and has since worked as a floating leasing professional. Desiree (better known as Dez) has a Bachelors degree in Ethnic Studies and is very close to getting a Masters degree in Communications.

She enjoys spending time with her daughter, reading, watching movies, and loves to sing (she is very good at it too).

Desiree- congratulations to you. We look forward to working with you very soon. Your energy, enthusiasm and experience has been a great asset to Equity, and we are jazzed to have you on our team.

From: Misty Johnston Sent: Saturday, September 23, 2006 2:30 PMTo: Mike BrewerSubject: Not sure if this is a mastermind

But a great thought. We know that selling the company is at times an area we struggle in(not sure why:o). But, I had toured a couple of prospects 6-9 months ago(who ended up leasing an apartment and still lives at Kempton). Their goal was to own a home in the future and she said to me- you know this apartment is about $75 more than we wanted to spend on an apartment, but with the 20% that we are saving towards a house(The RWE credits), we're not REALLY paying $600 for this apartment, we are only spending $480 if you look at it as that $120(20%) is going in somewhat of a savings account for us to buy our very 1st home in a couple of years...........

To me, that was an awesome way to Sell the Company- and I didn't even do it!! A prospect did :o)

You can be assured that I use that illustration to sell the company(Rent with Equity Program) whenever I get the chance!!

Misty

INSANELY GREAT...BREAKING NEWS...Nola Thrasher...Country Gables...94% Shop~ Way to go Nola!


From: Jim Klein
Sent: Thursday, September 21, 2006 10:59 AM
Subject: Congratulations Nola!
Hey Nola, great job on your recent Ellis shop score of 94%. You got the phone number, asked for a deposit and did an overall excellent job of Action Selling. Thank you very much for all of your efforts and focus - I truly appreciate it!

INSANELY GREAT...BREAKING NEWS...KRISTA DAVIS...Club at Tanasbourne...96% Shop Score~ Way to go Krista!


From: Jim Klein
Sent: Thursday, September 21, 2006 10:16 AM
Subject: Congratulations Krista!
Hey Krista, great job on your recent Ellis shop score of 96%! Great comments, got the phone number, established rapport - only asking for a deposit away from perfection! Thank you very much for all of your efforts and focus - I really appreciate your consistent hard work and professionalism.

From: Tovia Cuty
Sent: Monday, September 18, 2006 9:06 PM
Subject: Master Mind - MRI F/U

I would like to submit the following for a Master Mind.

When following up with a resident, for action renewing or just for communication, can MRI show what method of communication the resident prefers.

To take it one step further, and if the preferred method is e-mail, when you click on the e-mail address it will automatically set up an e-mail message.
Thank you.
Tovia

Let us be slow to judge and quick to forgive, show patience, empathy and love.

Tovia Cuty
Property Manager
Club at the Green Apartment Homes

From: Tovia Cuty
Sent: Monday, September 18, 2006 9:05 PM
Subject: Master Mind - key machines

I would like to recommend key machines for a Master Mind idea. Yes, I know everyone has heard of them. However the time and efficiency of these "smart systems" is well worth it! The availability of a key with the swipe of a card and the ease of tracking makes this a must have at every community.

Let us be slow to judge and quick to forgive, show patience, empathy and love.

Tovia Cuty
Property Manager
Club at the Green Apartment Homes

Equity Mgt and Team- 9/13/06

I wanted to thank all of you for your efforts and FANTASTIC SERVICES! Not only are you all promt and efficiant but mmost gracious and friendly! Best complex I had the pleasure to live at-----

Again you're the best,
Jay

INSANELY GREAT SHOP SCORE OF 98% for Jennifer McNair from Palladia~


From: Jim Klein
Sent: Friday, September 15, 2006 9:51 AM
Subject: Congratulations Jennifer!!!

Hey Jennifer, great job on your recent Ellis shop score of 98%! Really great comments by the shopper, got the phone number and asked for a deposit - super job! Thank you for the consistent effort and focus you bring to your job every day - I truly appreciate it!

From: Wyatt Baca
Sent: Wed 9/13/06 3:35 PM
To: Rosanna Thomas

Well THANK YOU Rosanna, I really appreciate you doing this. I gladly help as I believe strongly in a "Team" environment, no matter where we are all located. The goal is to get the job done and provide customer service. In my case, you are MY customer, and I provide accordingly.
Again,
Thank you.

Wyatt A. Baca
Vendor Set Up - Scottsdale Accounting

________________________________
From: Rosanna Thomas
Sent: Wednesday, September 13, 2006 3:31 PM
To: Wyatt Baca

I've commented recently to Corp. heads how much I appreciate how well you have handled the New Vendor department since coming on. Thanks for all of your timely efforts and kind customer service.
Rosanna Thomas
Administrative Assistant

Sarah, what an awesome letter! This is an Insanely Great testament of Commitment to the resident and overall customer service! Thank you for being a Difference that Makes a Difference in the Portland Portfolio! YOU ROCK!

J, thank you for taking the time to pass this along.


From: Julia Riccetti
Sent: Thursday, September 14, 2006 10:23 PM

Mike--
WOW what a great example of customer commitment! I have an amazing team! Nice job Sarah

Julia Riccetti
General Manager

Club at Tanasbourne
Equity Residential
2323 NW 188th Ave
Hillsboro, OR 97124
http://www.equityapartments.com/

Tanasbourne Terrace
Equity Residential
19000 NW Evergreen Pkwy
Hillsboro, OR 97124
http://www.equityapartments.com/


From: Michelle Robare [mailto:tikitorch99@yahoo.com]
Sent: Thu 9/14/2006 3:01 PM
Subject: Sarah Howarth
Hi Julie!

I meant to send this a week or so ago, but alas, work erupted....

I wanted to express to you how wonderful it was working with Sarah during my application process (and Jani, too!) There were quite a few small hassles and Sarah was fantastic in communicating with me and working in a humorous and patient way to get through them! I had been to several different communities looking for an apartment and, in the end, chose the Club at Tanasbourne because of Sarah's warm and friendly demeanor!

I'm looking forward to moving in and am truly grateful for such helpful, honest & diligent assistance from your staff!

Michelle Robare

From: David Styn
Sent: Tuesday, September 12, 2006 1:15

Tim,

Being ready to go at noon is pretty outstanding. Thanks for all the hard work. Your authorization code is below. Don't enter anything into the system. As a matter of fact, since you can't use the system you may as well do your month end this afternoon and stay a few steps ahead.

Dave

David J. Styn Regional Accountant

Bruce shaved his head in front of a crowd of 400 as an honor to the companies commitment for a +$50 share price!! It was famous!

INSANELY GREAT Shop Score of 100% for Misty Johnston at Kempton Downs!!!


From: Jim Klein
Sent: Friday, September 15, 2006 11:05 AM
Subject: Congratulations Misty!
Hey Misty, that is what I call "walking the talk". Great job on your recent 100% shop score. Thank you for everything you bring to your job every day - I truly appreciate it!

INSANELY GREAT Shop score of 91% for Keleigh Cook from The Cove at Fishers Landing~

Marissa Vickaryous was working at Tropical Tan as manager in WA for over two years and came to OR for school. She is highly experienced in customer service and is very excited to be in the prooerty management industry. Marissa is an Equity resident and is looking forward to helping her neighbors and other residents at the Club at the Green. Marissa's mom and sister are also in real estate, so now they will have lots to talk about.

Marissa's hobby is "thrift" shopping and fashion. She hopes to get her real estate license in the future. Welcome Marissa.

INSANELY GREAT Shop Score of 96% for Felecia Richards at LaSalle!!!


From: Jim Klein Sent: Monday, September 11, 2006 9:04 AM

Hey Felicia, great job on your recent Ellis shop score of 96%. I really appreciate your consistent efforts, focus and leadership - way to "walk the talk"! Thank you.

INSANELY GREAT Shop Score of 98% for Jani Piland at Club @ Tanasbourne!

From: Jim Klein
Sent: Monday, September 11, 2006 9:01

Hey Jani, great job on your recent Ellis shop score of 98%! Great comments, great score, got the phone number - only asking for the deposit away from perfection! Thank you for the effort and focus - I really appreciate it.

Tovia Cuty, recently promoted to Property Manager for the Club at the Green, a 254 unit community in Beaverton, has been with Equity over five years and in the apartment industry over 13 years. Started out as Administrative Assistant in property management assisting portfolios of 20+ properties from 200 to 900+ units. She has been involved in financials, marketing, and training as well as acquisitions and dispositions throughout Phoenix, Las Vegas, Albuquerque and Tucson. Tovia has worked as Assistant Manager for communities from 278 units to 824 units over the last five years.

Tovia moved to Portland to be closer to her sister and her family including two nephews, 2 and 3 that she loves to spend time with.

From: Jim Klein
Sent: Monday, September 11, 2006 9:43

Wow - incredible job! Thank you all - I really appreciate everything you guys do every day!

From: Mike Brewer

Sent: Monday, September 11, 2006 10:38

The first word that comes to my mind is DISRUPTIVE!!! Thank you for the Insanely Great Focus and Commitment! You all ROCK! M

From: Misty Johnston
Sent: Monday, September 11, 2006 9:35

Hi there- I just wanted to let you know that we will be closing our books at appx 97.4 economic occupancy................... :o) 98.1 physical. I truly think this is a record(on the economic side).

These last couple of months have been very challenging with the 94 pieces of traffic in both July and August, 50 leases in July, 25 move ins in August- but thanks to our awesome crew at KD(Tovia, Greg, Jessica, Tony, Clint), and with the help of Lori and Jay, we have truly rocked it....

Thank you for all that you do.......... :o) Onward and upward!!

Misty

In the way of giving credit where credit is due, Lynn B. and I were trying to find a better repair for quest
plumbing, and Lynn was successful in spying on the last plumber who did a job for us. He got the name and I tracked them down.A team effort. Thanks Gene

From: Alfred Warren
Sent: Monday, September 11, 2006 10:29 AM

A suggestion. Side slider windows have a partial open latch which is a small vertical bar in the window
assembly. On occasion the thumb screw is lost or broken off. A solution is to drill out broken screw and threads
and retap with a 8/32 nc tap and install a new galvinized or brass thumb screw.Our attempts to buy these from
glass repair places have been futile, but this is a cheap and easy alternative to buying an expensive window
unit.

MASTER MINDS


I don’t know about everyone, but I know here at Brentwood Apartments I do the follow ups on all of our Maintenance work orders. Most of the time as a leasing consultant its hard to find the time to do a follow up with in 24 hours of the service request. BUT we make the time and get it done.
A lot of times, the resident asks, "do you know what they did"? Or what was wrong, or they say, I did not see that they were here. Not to mention, the handwriting is very hard to read.
There are times that the resident has called to say: It's been a few days, have not seen them nor seen a slip that they were here.
We put them on hold and radio maintenance to find out what is going on, they reply they needed to order a part and they left that on the slip. We get back on the phone with the resident and explain to them what they are doing, they are looking around and say, I found the slip, sorry did not see it on the counter, but could not read it. They then ask do they know when they will return to fix it? We get back on the radio and ask maintenance when they expect the part in and for the work order to be completed. (Granted this does not happen every time, but often)

Now, when I lived at the Cove at Fishers Landing, when I got my slips, they were very hard to read what they have done, although it was completed, it would have been nice to know what had been done and why it was broken (you might say)
There have been times that it took me over 2 days before I would see that they set it on the stair rail or on a table….

I think that with Equity, wanting to go above and beyond any other property and be the BEST, I have come up with something that will add that special touch to ALL of our service request.

Here is the idea that I think would add that special touch to everyone.

Once the service request has been completed, I think the person who did the service request should follow up with the resident the following business day before they start with other work orders.
This would not only give a personal touch to all of our residents but also they could explain to them what they did to fix it, and make sure that they ask that the resident complete the survey card. Or even let them know that they need to order a part, and give them a time/day when they will return to complete the service request.
We get calls all the time from residents that say that they have not heard back from the maintenance or they did not see the slip on the counter (I know that sometimes it took me a few days to find the slip when they came to my apartment)

If for some reason that maintenance was unable to reach the resident, they still could leave a detailed message as a follow up give to us to do another follow up with them.

Example:

6/19/06 5:30 p.m. H 101 calls in a work order that the screen door if off track and wont open and close properly and keeps falling off
6/20/06 Lynn gets the work order and goes to the apartment to fix the screen door. The resident was not home.
621/06 Lynn calls the resident to see how the screen door is working out for them. Resident says "Oh I did not know you came by, let me check it out….comes back and says it seems to be working ok…Lynn tells them what was wrong with the door and what he did to fix it. Lynn then asks them if they have completed the Maintenance survey card that he left on the counter with the work order. Resident says "oh, I forgot about it or that they did not see it, Lynn asks them if they wouldn’t mind taking just a few minutes to complete it and either drop it by the office to mail it out or they could drop it off in their out going mail.


What does this mean?
Not only did Lynn get to give the resident that extra touch of Excellency but also got the resident to complete the survey card and it adds that personal touch to all of our residents.

Wendy

From: Michelle Robare [mailto:tikitorch99@yahoo.com]
Sent: Sat 9/2/2006 11:41 PM
To: Sarah Howarth
Subject: Re: Hi

Hi Sarah!
Thank you so much for working with me through all the hassles! I am so relieved to hear that it is all official and complete (whfew!!!) I really can't express to you enough how wonderful it has been dealing with you in finding a new home... I would like to tell your manager, so if you could let me know her email, or the best way to contact her, I would love to sing your praises.... or maybe just pass this on to her... If you could also please express to Jani my gratitude in her assitance as well! You all seem so very helpful, honest & diligent in your commitment to the apartment community... I'm really looking forward to moving in!!!
Take care... and again, Thank you!
Michelle

Insanely GREAT Shop Score- Daphne Tappert 93%

Insanely GREAT Shop Score- Alisha Batchelor 95%

Insanely GREAT Shop score of 98%- J'Mir Delaughn

Manuel from Tanasbourne Terrace displays a cake that a resident had made for him. The cake was a their way of saying thank you for following through on a Resident Commitment. Way to go Manuel