In Conversation with Danielle Feidler,
Vice-President of Tridel Customer Care

"How good got better" is the story of Tridel's Customer Care program and how exemplary service further advanced Tridel's growth as marketplace leader. Through unparalleled commitment to every customer, Danielle Feidler, Vice-President of Customer Care, aspires "to make home ownership everything that it should be." Customer Care is Tridel's assurance and steadfast commitment to "stand behind what we build."

Danielle continues with a promise they make to all Tridel purchasers "We promise honesty – to be truthful and open in communication and to keep the customer informed; integrity – to be honourable, trustworthy and to do the right thing; reliability – to provide timely acknowledgement and response to customer concerns; respect – to consistently practice patience, fairness and consideration to customers; professionalism – to deliver Tridel's renowned craftsmanship and quality; and teamwork – to work with each other and with the customer to ensure consistent quality service."

"Customer Care will always be accessible to our Renaissance customers. "After completing the Agreement of Purchase and Sale, Tridel Customer Care is available to their homeowners 24 hours a day, 7 days a week via a 24 hour Call Centre and the MyTridelHome interactive website where customers can access details of their agreement, their homes progress and even ask questions. As Danielle explains, "the purchase of a new home marks a period of great excitement for our homeowners and we want to be there for them, not just during business hours but when they need us to be there. We understand that our homeowners time is precious and to the best of our ability, we provide options and support to make their experiences with Tridel easy, fast and meaningful."

"Our regular Homeowner Workshops, such as Smart Condo, prepare customers for the condominium lifestyle and how to proactively address their concerns. We also publish numerous educational pieces, such as What to Expect When You’re Expecting…Your New Home, that outlines the process of occupancy." Danielle informs.

Customer Care also provides regular written updates and packages that help prepare you for the next stages of your home buying journey – the design & colour selection appointment and your Homeowner Orientation – when you get to see your home for the first time! Tridel even provides a Homeowner Maintenance follow-up with you after you have moved in and ensures that you have everything you need to enjoy your home from the very first day and for years to come.

The electrical/mechanical and colour selection appointment is the session many purchasers most anticipate. "On this occasion, Renaissance customers will choose the features and finishes of their home from a selection of high grade finishes or personal choice options. The suggestions and advice of our Customer Care representatives are based on their knowledge of each customer’s unique lifestyle and particular needs, of course, some customers will choose to consult an interior designer rather than making their own choices and we will be happy to work with them."

The Home Orientation and Pre-Delivery Inspection take place just prior to occupancy. A Customer Care representative will help orient Renaissance owners to their new home by demonstrating its functions and features, and to inspect all finishing details to ensure they meet the clients expectations. "We do not promise our customers that they will never have a concern or problem. However, we do promise that if a concern should arise, that we will respond with the full strength of our organization."

All Renaissance customers will receive a "Home Care Binder" when they move into their suite. This binder provides useful information about condominium ownership including ‘What You Should Know’ sections on moving in, garbage and recycling, utilities, emergencies, fire safety, security, insurance coverage, building amenities and the surrounding neighbourhood. Forms are provided which allow for easy reporting of any concerns that may arise. "In the weeks following occupancy, a maintenance review is scheduled to ensure that customers have working knowledge of all of their home maintenance requirements, including electrical/mechanical system features such as circuit breaker, thermostat, in-suite alarm panel and the heating and cooling system," says Danielle.

"The people of Tridel are keenly aware that the attention we devote to our customers is not only the right thing to do but it is also the smart thing to do. It just makes good business sense," says Danielle, to proactively resolve foreseeable challenges. That is extremely cost effective for both our customers and Tridel."

Tridel is a three-time winner of the prestigious Tarion Award for Customer Service Excellence (formerly the Ernest Assaly Award), this is significant since there are over 5000 registered builders in Ontario. Danielle says, "This recognition is an objective assessment by our homeowners validating Tridel's commitment to quality construction and organizational integrity. In over 70 years of business, Tridel has never had a Chargeable Conciliation with TARION (ONHWP). We are extremely proud of this fact, for the added confidence it gives people who make a Tridel condominium their home. In our Company history, we have delivered more than 70,000 homes without a single regulatory infraction. What we do, we do tremendously well."