Tridel: Going the Extra Mile in Customer Satisfaction
By Lucas on Feb 17, 2015
When it comes to customer care and confidence, ubiquity, and value in today’s condo market, Tridel is an industry leader. Newinhomes.com recently had the opportunity to visit the Bayside Toronto presentation centre to chat with Sales Representative, Tara Stone, about Tridel’s unique approach to establishing strong relationships with their homebuyers.
When we arrived at the presentation centre there were a couple groups of people lounging and chatting in the model suites. Stone informed us that one of the groups were homeowners at AQUALINA, and they brought their friends to show them which unit they purchased. This was a perfect example of the kind of trust that Tridel builds with their purchasers. Referrals are a big lead generator in the new home industry, so it makes perfect sense for Tridel to invest so much time and resources in customer satisfaction.
Bayside Toronto Presentation Centre model
“Sometimes the referrals will be directly from our homeowners, as well as realtors that we deal with extensively, who are big fans of Tridel because they know what their clients are getting,” Stone explained. “The majority of folks walking through the door are familiar with Tridel. Whether they found out about us on their own or they’ve visited buildings because they have friends or families living in one of our many communities. Take for instance the Scarborough area - we’ve built 50% of the condominiums there.”
Stone also mentioned that one of the other Tridel sales reps refers to their loyal fans as “Tridelians.” And the brand isn’t only popular in the GTA. Stone said that thanks to the Internet, Tridel has become a global brand. Just last week, she received an email from Georgia about one of their condo units, and she regularly receives emails from prospective purchasers in Hong Kong and Dubai. While this is the case, Stone pointed out that the majority of Tridel homeowners are residents of the GTA. For example, at AQUAVISTA, the second phase of the Bayside Toronto master-plan, there are many larger $1 million+ units, and they’ve been selling well! The majority of the purchasers are local end users who want more space and a lakeside property.
Bayside Toronto Presentation Centre model
Investors and repeat buyers aren’t the only Tridel purchasers, Tridel also has a lot to offer first-time homebuyers, depending on the community. Stone is currently going back and forth between Avani 2 and AQUAVISTA, and she says that price point wise, the Metrogate master-plan has more to offer first-time homebuyers (prices starting in the low $200,000s).
“We get a lot of first-time homebuyers and that goes with the condo market,” said Stone. “With the price of a single family home in Toronto, this is the affordable lifestyle, and the younger generation likes the lifestyle. They’re not looking to shovel snow or mow the lawn. Affordable condos work very well to allow them to get into the housing market.”
Bayside Toronto Presentation Centre model
So, what really sets Tridel apart from the pack?
First of all, Tridel offers the “Ultimate Customer Experience.” They do this in a number of ways.
“We offer a streamlined product across the board. When you walk in the front doors here at Bayside, we anticipate the same experience at our Erskine community at Yonge and Eglinton. Or should you go out to Scarborough and go to Metrogate, it should be a similar experience,” Stone explained.
How does Tridel accomplish this? Everything is done in house. Even Stone’s real estate licence is with Del Realty. Deltera is Tridel’s construction arm, and they even manage their buildings with Del Property Management. Investors who want to rent out their units have a number of services available to them. The DelSuites program provides short term furniture rentals, and Del Condominium Rental has a management service. There is no other developer that is this involved in their communities after they are built.
Tridel’s involvement dives even deeper when it comes to end users. Tridel has developed a purchaser portal (e-tridel.com) exclusive to homeowners. Everyone receives a username and password, and the portal provides the purchasers with all their contract info and also a direct line to the numerous Tridel departments.
Bayside Toronto Presentation Centre model
There is also the Tridel Home Service App for smartphones, which allows homeowners to contact Tridel directly with aftercare questions regarding anything from appliance maintenance inquiries to how to maintain a certain material, like granite, hardwood, or quartz. In the case of emergencies, there is a hotline homeowners can call.
Stone emphasized that much of Tridel’s strong brand recognition is thanks to their constant drive to continue improving. One of the ways that Tridel strives to be better with each community is with their homeowner focus groups. Stone recently attended the Aristo and Hallmark focus groups, where Tridel representatives met with homeowners after move-in to discuss everyone’s first impressions of the buildings. This gives Tridel the opportunity to not only see what homeowners like about their developments, but also highlight areas where they can improve.
“It’s the repeat delivering of a higher standard that makes Tridel stand out. Big names come in and do a few buildings, but Tridel delivers building, after building, after building. And on MLS, the first thing in those listings? Tridel built,” Stone commented.
And she’s absolutely right. Tridel is so well known for their numerous high quality communities that the brand actually has resale value. The GTA’s condo market and housing market in general is probably one of the most debated in North America, if not the world. In an environment so prone to ups and downs, and constantly under the microscope of discerning pundits, Tridel has carved out a place in history as a responsible, quality condo developer. We look forward to watching Tridel shape the GTA’s skyline over the coming years.
