The Construction Source

MAY 2021 with the company. Customers can come to them with a floor plan that they want to modify or use, they can choose one of Montorio’s existing floor plans and modify it to suit their needs, or they can work with their team to design something from scratch. In all cases, Montorio is transparent about the costs and building practices, and they make sure that they are meeting the clients’ needs within their budget. According to Anna, that transparency is a major point of difference for the company. She says, “We are open and honest with our customers which we feel builds trust and comfort.” Other points of difference include thecompany’s longevity, their reputation within the community, and their status as a master builder “In order to qualify for that status, you need to have many years of experience in senior decision-making roles within the industry, as well as staying updated on industry specific education,” Anne explains. “Master builders must also adhere to a strict code of ethics and conduct and have active membership status to various professional organizations within the province and Canada-wide. We ticked all those boxes.” In addition, Montorio has an A+ Rating with the Alberta Better Business Bureau, and is a member of the Canadian Home Builders Association and the Alberta New Home Warranty Program. “The credibility is there,” Anna says. “I think our customers see that and they appreciate that.” Customers also appreciate Montorio’s approach to service. The company’s sales team are more like building consultants than salespeople – they strive to guide clients through the purchasing and building process step-by-step and to make sure they are comfortable at every stage. They want to make sure that all the client’s objectives – including their financial objectives – are being achieved. “We figure out early what they need and what’s important to them,” explains Sam El- Sharkawi, Sales and Marketing Director. “Is the home a long term or a short-term investment? How important is resale value? We learn as much as we can and we do our best to advise them so they get the best value for their dollar.” “We try to make the process as pleasant as possible,” he adds. “We know it’s not easy purchasing a home. It can be a lot of hard work, there are countless steps to be taken and lots of research to be done. We try to take that stress away from them.” Over the years, that service approach has led to long-term relationships with clients, and – as previously mentioned – a lot of repeat business and referrals. Montorio Homes is careful not to maintain a type of coasting mentality. The company is always looking for ways to innovate, and to make their client’s building experience and relationship even better. That is why, in recent years, they have partnered with Avid Ratings to conduct regular customer surveys. “Each of our customers receives a survey at the framing stage, at the move-in stage, and one year later,” Anna explains. “They give us feedback, both positive and negative, and our senior management regularly meets to discuss those findings, both the good and the bad. We’re continually trying to improve our service level. We want to be really responsive to our customers’ needs.”