Developer Plaza focuses on exceptional customer service

Over the past 20 years, Plaza has worked to establish itself as one of Toronto’s most experienced and largest condominium builders and developers. Plaza has built 10,000 condominium suites in the city and just this year, RealNET Canada listed Plaza as having the highest number of highrise sales in the Old City of Toronto from 2009 to 2014 at a figure close to 3,800.

What makes the developer so successful is a strategy that focuses on exceptional customer service, building lasting relationships with clients, courting new Canadians, delivering every single home sold with zero deficiencies and acquiring triple-A sites.

“If it weren’t for our commitment to these principles, then we might not have had the success we have,” says Scott McLellan, senior vice president at Plaza. In the last two months, Plaza sold the remaining 20 units at King West and is quickly selling the top two recently finished floors at Ivory on Adelaide.

One of the ways Plaza provides exceptional customer care is by delivering a zero-deficiency product on time. The rigorous delivery process involves construction, quality control and customer care to ensure that everything is perfect when a new homeowner moves in. When a pre-delivery inspection (PDI) occurs, Plaza will send in a handyman if touch-ups are necessary.

Building meaningful, lasting relationships with clients and suppliers through open communication has also served Plaza well. Plaza is in regular communication with purchasers both during and after the purchase process through a Plaza Purchaser Liaison. “An open door business-to-business practice is also important with brokers, agents and consultants,” says McLellan. When clients expressed a desire for communication and early access to developments, Plaza started involving them during the pre-launch and even the design stage. They have listened to what purchasers want, including new Canadians eager to purchase real estate, and delivered with locations and condominiums that meet the criteria.

Among the criteria are desirable, downtown triple-A sites. This can be seen with 1 Yorkville, Musée at Bathurst Street and Adelaide Street West and 50 at Wellesley Station, which is only 50 steps from Wellesley subway station. Plaza's latest downtown locations launching soon include Theatre District at Adelaide Street West and Widmer Street, and 170 Spadina just north of Queen Street West.

Plaza has also created liveable communities in areas no one considered. These notable developments include West Harbour City and King West in Liberty Village. Now, Plaza is expanding to Vaughan, which still meets the downtown criteria. “We don’t see Vaughan as outside of downtown Toronto,” says McLellan. “What’s becoming considered downtown is changing due to growth of mixed-use developments outside of the traditional downtown and improvements to the city’s transportation infrastructure.”

The Met, a 35-storey condominium with 530 suites and 60 townhomes is located at Highway 7 and Jane Street in Vaughan in the future Vaughan Metropolitan Centre. Designed by renowned Quadrangle Architects, the development marks the first condominium located next to a subway station in the 905. The new Toronto-York Spadina subway extension will connect Toronto with York Region and will be a quick walk away from The MET.