Is there a difference between a uniformed and a courtesy officer on an apartment property? The name obviously...but their function is often identical. The apartment industry has been told that calling a uniformed security guard a "courtesy officer" somehow reduces their exposure to civil liability. This belief can't be further from the truth. The old saying applies here, if it looks like a duck, quacks like at duck, and walks like a duck...it's probably a duck. Call them what you will, but know that it's the security guard uniform and procedures that will define their true job function.

In practical terms, the primary difference between the two is that the contract security guard is employed by the contractor and not by you, which offers some liability protection from hiring, training, and supervision issues. The in-house courtesy officer is an employee of the property management company and usually lives on the premises. The courtesy officer may not be in traditional uniform and is often unlicensed with limited formal training. The biggest advantage of a courtesy officer over the contract worker is the ability to have them live on-site and get to know the property and residents better. Most carry a pager and can respond quickly. Many courtesy officers offer superior service and become very loyal to the property they protect. Some are off-duty police with superior training.

Here are some basic rules to follow to maximize contract security guard productivity:

• Always read the fine print on the contract. You may be signing an indemnity clause in favor of the contract guard agency.
• Always ask for a copy of their guard company license, officer licenses, and evidence of adequate insurance coverage.
• Request to be named as "additionally insured" on their policy and require indemnity from their negligent acts or omissions.
• Always attach the detailed post-orders and patrol instructions as a contract addendum.
• Always require that detailed written activity logs be submitted following the last patrol. Read them, act upon them, and file them for at least two years. Do not accept or pay for incomplete service or missing reports.
• Always require, in writing, that the security guard agency properly equip their officers with a full uniform, a hand-held radio or cell phone, a notebook and pen, a flashlight, and a vehicle if necessary.
• Always require, in writing, that the contract agency will provide necessary background screening, training, and supervision suitable for the property.
• Always supply the security guards with an emergency call list.
• Always notify the residents how to the contact security guards when needed.
• Communicate often with security guard supervisors to get better service.
• Do not settle or pay for poor performance or inappropriate behavior.

Chris McGoey is an internationally known author, trainer, and speaker with over thirty-nine years of experience in crime prevention and security management. Visit his site at CrimeDoctor.com for more information.

1. Your office computer's anti-virus software is not up-to-date or worse non-existent. That's like leaving the office door open so any Joe Blow off the street can come in and take your sensitive information like resident and prospect social security numbers.
2. You are still using flyers to notify residents about community activities. What a waste of money to print the flyers, the labor to hang them on everyone's door and then the clean up – who needs it! In a time when society is conscious of the environment, think about using email instead.
3. Your website has a copyright date that's older than your favorite pair of shoes. In all seriousness, if your site is older than 2005, it's time for a new site!
4. Your community grounds are a mess and lack a pet waste station for residents to use. Face it, people are going to walk their dogs and sometimes need a reminder to clean up!
5. The lights around your community have burned out and no one has found the time to replace them. Don't you know that residents love coming home to a scene out of a horror movie? When the lights are replaced, think about using energy efficient bulbs.
6. Your lease renewal incentives include a cookie, cup of juice and a firm handshake. Residents want to be enticed to stay and a stale cookie will not do the trick!
7. Your resident walks in to visit or ask a question, but you are on the phone with your girlfriend who is telling you all about last night's blind date. You look up, make eye contact but then return attentively to your call without giving your resident a second thought. Be present and pleasant to your residents. Yes, you may have them on a 12-month lease, but they will remember your service skills (or lack thereof) once it comes time for renewal.
8. The last community event that you held was for the 4th of July. With a slow economy, more people are staying home, so host fun activities and give your residents another reason to look forward to staying home.
9. You have packages that UPS delivered last Christmas still sitting on the shelves in the back room. Help your residents out and send them email notifications as soon as you get their packages so they don't just sit there and collect dust all year long.
10. You take longer than a day to respond to a lead from any source. Believe me when I say your competition is not being so foolish! People who send in a contact form from your website or Internet listing service want immediate feedback and it's the early bird that gets the worm!

We can file this under 'things I wish I had not known.' I read a disturbing interesting article today stating that US scientists have shown that dirty shower heads can be the source of a face full of harmful bacteria. Doesn't that just provide you with a lovely visual image?

"Tests revealed nearly a third of devices harbour significant levels of a bug that causes lung disease. Levels of Mycobacterium avium were 100 times higher than those found in typical household water supplies. M. avium forms a biofilm that clings to the inside of the shower head, reports the National Academy of Science."

Water spurting from shower heads can distribute bacteria-filled droplets that suspend themselves in the air and can easily be inhaled into the deepest parts of the lungs, say the scientists from the University of Colorado at Boulder.

How do you know if your property's showers are bacteria ridden? The first question to ask is- are you using plastic or metal?

"Plastic shower heads appear to "load up" with more bacteria-rich biofilms, metal shower heads may be a good alternative, said Professor Pace."

The next question to ask (at least as a resident) is- as part of your move-in prep, does your cleaning crew properly clean the shower heads? I have lived in numerous apartments and I can honestly say I don't recall ever checking the cleanliness of the shower head when I moved in. I will tell ya I'll be cleaning my showerhead tonight with vinegar.

Now that I've probably passed on the heebie-jeebie feelings I had when reading this article, I'll ask are there other areas of apartments that may go unnoticed for new move-ins?

Photo credits: http://www.flickr.com/photos/sanberdoo/ / CC BY 2.0

Third quarter Internet lead follow up continues to drop in a surprising trend. The percentage of onsite teams responding to leads from the contact form on their websites was 54.5% for the benchmark this quarter. The first quarter of 2009 started strong with a 73.5% response rate, followed by a significant drop to 60.2% in the second. This third quarter downward trend is not only the lowest of 2009, but is lower than any quarter of 2008 as well.

Now for the good news. As more and more people shop for communities online, future residents often look at your property website before deciding to visit in person. This opens outstanding marketing alternatives for your community. Showcasing amenities, flattering photography, event posting and other interactive options allow you to put your best foot forward. The possibility is there, it is up to you to make the best of it and to use every opportunity available to gain valuable leads for potential residents.

Click here to download the Net Mystery Shopper^SM Complete Benchmark Report for the third quarter of 2009. Net Mystery Shopper^SM Complete Benchmark Report for the third quarter of 2009 reflects the results from 536 website mystery shops representing 60 Management Companies. Net Mystery Shopper^SM performs multifamily specific mystery shops. Websites are checked for updated floor plans, bulletin boards, calendars, etc. The shopper inquires as a prospect and response time, type and content are measured. If you're interested in knowing how you measure up, we can help. Contact Julie Ramey, Net Mystery Shopper^SM Director, at jramey@ellipseinc.com for more information.