typically come from referrals, from people who work with Wilkar on one condo board, join another, and then recommend them so they can work with them again. Maia credits that customer loyalty to Wilkar’s superior customer service experience – “we like to go the extra mile,” she reiterates. “In condo management, what the management contract is really about managing the common areas of the building,” she says. “That’s what every condo management company does, or at least that’s what they should be doing if they’re doing their jobs. We do that too, and we do it really well, but where we go the extra mile is when the resident sends a message and says, ‘Oh, I have a problem with my toilet, it’s making a funny noise, I don’t know what to do.’ We don’t just tell them, ‘Well, that’s your responsibility.’ We draw from our experience and we give them advice. We’ll ask them questions about what the problem is, we’ll say ‘It’s most likely something like this,’ and we’ll give them a few references for plumbers. We’ll go above and beyond to provide customers with a good experience, even if it’s outside the contract.” Wilkar’s customer experience is further enhanced by their use of technology. For example, they utilize property management software, which offers a webbased portal that building residents and board members can access from anywhere. If residents have an issue with the building that needs resolving – if the elevator’s not working, for instance, or if they see a stain on the carpet near the garage, or they need to order new keys – they can use that portal to THE CONSTRUCTION SOURCE CANADA
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