In Conversation With... Scott McLellan, Senior Vice-President, Plaza

Scott McLellan knows a thing or two about challenges. The former pro hockey player and NHL scout had earlier navigated his way from a career in pro sports, and into the housing industry.

Now, as senior vice-president at Plaza, the homebuilding unit of parent Plazacorp, McLellan is not only guiding the builder through these difficult pandemic times, he leads with a sharp focus on customer service and continually trying to raise the bar.

With Plaza recently winning Tarion Highrise Builder of the Year for the second time in three years, a number of signature projects underway in the GTA, and more to come, the strategy seems like a winner.

We spoke with McLellan to learn more about his vision and his plans for the company during COVID-19 and beyond.

Let’s start with an easy one… How’s business these days, in these unprecedented COVID-19 times?

To be honest, our business has done well. Traditionally, once construction of our condos begins, sales slow until we are close to occupancy. However, Encore, in the Theatre District is under construction, yet since the start of COVID, we have done 20 sales. With Bijou, we have done 35 sales since the beginning of the year.

How did Plaza pivot, or otherwise alter its business, when the pandemic hit?

Once the pandemic hit, we went to virtual sales immediately. Our sales representatives, who are all Plaza employees, started doing more phone calls and electronic communications. Our deals were all done by DocuSign, which was very convenient for many of our purchasers, and allowed us to be compatible for our buying population.

How might the pandemic and changing consumer demands alter Plaza’s plans for the future, in terms of locations, housing types, designs or inclusions? Some are saying there could be a decrease in interest in condo living in the city, as buyers prefer larger homes, more space…

We believe it is still too early to know the actual outcome, as we are still only months into the pandemic. Condominiums still remain the affordable alternative for homebuyers in the Toronto marketplace. Once a vaccine is available, we will see immigration to Toronto resume and the market will return to normal.

However, we at Plaza are coming up with an HVAC system that literally cleans the air in our buildings so that it will be 99-per-cent germ free, through a filtration system. This will give our purchasers peace of mind knowing they are breathing clean air in their homes.

How are things coming along at Bijou in Bloor West Village?

We have surpassed 80 per cent in sales (150 of 186 units), putting us in a position to secure our construction financing. The only thing that has held up the start of construction is the City, which has been backlogged due to COVID.

Bijou is to be a signature project at a prized location in a high-profile, much-loved neighbourhood. How will this building stand out from others in the area?

Bijou on Bloor is a boutiquish building that will truly enhance the neighbourhood in its coveted location on the subway in Bloor West Village. The building is just 12 storeys, with a traditional design, in the traditional area of Bloor West Village and with many of the buyers coming from the area. The suites are relatively large to service the end user market, and 40 per cent of them have terraces facing north – offering a beautiful green, tree-lined view.

What are some of the highlight amenities at Bijou that will speak to the project’s stature or the history of the neighbourhood?

The location boasts a rich history with numerous independent shops and restaurants, The Old Mill, the upscale Kingsway and Baby Point. The Humber River is also nearby, as are High Park and the Lambton Golf Course. Being located on the TTC and minutes to the QEW allows for easy access to downtown and beyond.

In addition to the many suites having large terraces, the building will also feature elegant event spaces, a sophisticated dining area and numerous lounges, some opening onto a large outdoor terrace with barbecues and private seating areas, some with fire tables. We have also designed a really nice fitness and wellness area for our residents.

Plaza recently won Tarion Highrise Builder of the Year, for the second time in three years. What is it about Plaza that consumers obviously have come to appreciate?

Everything we do at Plaza is for our purchasers, and we are always trying to raise the bar. Our company culture is that of best practices – making changes all the time to improve what we do. We pretend we are selling to our grandmother through the entire buying process leading up to the time of purchase until they move into their new home. We make it a point to maintain contact and be available whenever they reach out to us. We believe in consistency in sales people, and this happens because all our sales people are Plaza employees. The same applies for our customer service people – all are Plaza employees.

Our technology is best practices when we do the PDI with our purchasers. We most often have zero deficiencies, but just in case, we have our Plaza handyman accompany us as we do the inspection, and if there is any issue, it is fixed immediately in front of the purchaser.

We also have a strong relationship with the realtors in Toronto and have tripled the number we deal with who do multiple deals. They are confident that their purchasers will get the best of care and attention.

What’s next for Plaza?

Over the next 12 months, we plan to launch approximately 1,200 suites in Vaughan and are now just releasing 255 lowrise lots in King-Richmond Hill Township on a 30-acre parcel of land.

plazacorp.com

ON A PERSONAL NOTE

My greatest inspiration in the homebuilding industry is: When I sell to people who never thought they would become homeowners, and to see their dream come true. When I was growing up, my family never owned a home, so I understand the thrill of purchasing your first home.

When I’m not at the office, I am: Now that my children are grown up, I spend my time exercising, playing hockey with the NHL Old Timers, cycling and enjoying some of Toronto’s great restaurants with my wife.

If I wasn’t in the new-home building industry, I would: Having had a first career in professional hockey, I would probably continue to be part of that world. I scouted for the Boston Bruins for eight seasons, so would continue to do that and most likely coach hockey. My career would definitely include sports in some role.