Not-so-new urbanism. (Observations).

This issue of Units offers an evaluation of a new trend in the multifamily housing industry, rather an old style that has been revived--living above retail outlets. B. Kreisler looks at the latest in "smart growth," also known as New Urbanism in Rental Over Retail: Retailers Are Renting, Residents Are Buying on page 36. More than just a blast from the past, the rental-over-retail configuration brings residents the conveniences of urban living and shopping.

In another combination of new and old, Restoring Character on page 46 reviews the renovation of The Belmont in Chicago. Chicago-based Wexenthaller Realty took on the enormous challenge of thoroughly renovating the 80-year-old Belmont with some daring designs, hard work and dedicated heart.

Readers who are fortunate to attend the 2003 NAA Education Conference & Exposition in New Orleans on June 19-21, will be able to visit a renovated community on the property tour. Property Tour Features Style of New Orleans highlights the three properties on the tour. See page 54 for some of the most innovative and prestigious apartment communities in New Orleans.

By meeting first with prospective residents, apartment community designers have found that their work improves greatly and brings greater satisfaction for those who take up residency there. In Before You Build, Build Consensus: Listening to the Resident, page 56, Janice Myers offers several examples of how pre-build interviewing paid off.

Doug Miller and Chris Pulket document and explain that the best way to boost retention rates is by providing outstanding customer service, particularly in the area of maintenance. Tens of thousands of apartment community residents participated in the latest resident satisfaction telesurvey by customer satisfaction research company SatisFacts. The findings once again confirm that a significant percent of turnover is controllable. Read Maximizing Renewals Begins With a 'Back to Basics Focus' on page 62 for details.

During a typical onsite workday, as many as 30 conflict situations involving upset or difficult people occur. Cynthiann King offers some helpful tips on dealing with people when they are upset in Dealing With Upset People on page 68.

Partnerships between competing service providers has helped multifamily clients capitalize on the benefits of automation, streamline their processes and compete more effectively. In Multifamily Technology: Easing the Pain of Automation Integration, page 70, Stuart Litwin describes how companies that offer property management software, online credit screening services, resident connection services, lead generation software, rent collection and security deposit alternative programs to the multifamily industry have begun to partner with each other.

Randy Schuyler's article on page 76, Know the Flow: A Guide to Water Heater Preventive Maintenance, explains that typically property managers have little reason to be concerned with water heaters unless they rust, leak or explode. He explains that with regular preventive maintenance, costly and catastrophic events can be avoided.

For independent rental owners, Jeff Young encourages maintaining proper, written documentation of a property and its residents, which can help when re-renting a property, collecting past-due rent or if called into court. See A Well-Kept 'Morgue' is Essential on page 84 for details.

I hope to see you in New Orleans!

NAA's President, Tom Shelton, CAPS, CPM