BILL'S BULLETIN

Customer Feedback Survey

Each year, Malvern Condominium Property Management asks it’s clients to take a few minutes of their time and tell us how we are doing. This is done via a short survey of twelve questions. Each question can be rated from 1 to 7, so it gives the client a great deal of range in telling us how we rate. The feedback received from these surveys allows Malvern to focus our efforts in improving the most needed areas. By following this guidance from our clients, we have been able to steadily improve our overall satisfaction rating continuously for more than seven years! Here are some highlights of the results.

1. 97% of our clients surveyed indicated that they felt that we always protected and efficiently collected their Common Element Fees.
2. 96% of our clients felt that our Managers were well prepared for Board meetings.
3. 93% of our clients felt that we made efficient use of their time at Board meetings.
4. More than 91% of our clients felt that we provided clear and understandable financial reporting.
5. Nearly 92% of our clients indicated that our financial reporting was always accurate.
6. Our overall average satisfaction rating among all of our clients rated at 90.29 percent!

We would like to thank our clients for giving us their valuable honest input. You can trust that we will always strive to improve your satisfaction with our service. We would also like to thank all of our staff for being so dedicated to providing the highest level of service to our faithful clients. Our employees are second to none when it comes to dedication and commitment to a job well done.

At Malvern, we don’t just meet our ACMO 2000 quality standards; we strive to surpass them. Our quality comes from the right attitude toward serving our clients. Our desire to deliver outstanding service to our clients is supported by the policies and procedures that enable us to deliver that standard on a consistent basis.

A huge congratulations is extended to all of the staff at Malvern for a job well done!

Bill Thompson BA, RCM, ACCI, FCCI
President

There are very few times in life when you can truly say that someone said “Thank You” for something meaningful that you had done for them. Sure, sometimes the lady at the drive through at your local Timmy’s says “Thank You” when you get your daily fix of java. What she really means is “Thank you for your obvious addiction, and we will feed that addiction again tomorrow!” That isn’t the kind of “Thank You” that I am talking about. Sometimes your significant other will thank you for taking out the garbage or cutting the lawn, but what they really mean is “Thank you for not making me tell you to do that again!”. That isn’t the kind of “Thank You” that I am referring to either. Every once in a while, you will get a “Thank You” card after a wedding, a baptism, a shower or other occasion, which really means “Thanks for the gift”. That is nice, but it is not the kind of “Thank You” that really touches your heart.

Recently, I was honoured by my peers in the Condominium industry, by being awarded the F.C.C.I. designation from the Canadian Condominium Institute. The Fellowship of the Canadian Condominium Industry is awarded to individuals who have attained their A.C.C.I. designation as a Professional Associate, who then go on to make a difference in the world of Condominium through their volunteer efforts. I was extremely honoured to be recognized. I was picked out from among hundreds of people who have spent thousands of hours trying to make Condominiums a better place to live. It is extremely humbling to think about all of the contributions that all of these individuals have made. In fact, it was somewhat awkward for me to receive this award while surrounded by so many of these individuals who have given so much of their time, and their hearts to the betterment of Condominiums both in their own provinces and all other provinces in Canada.

Now, let me explain the kind of “Thank you” that I meant at the beginning of this article. Over the years that I have been involved in CCI, I have gained so much knowledge, and understanding that have helped me keep things in perspective every day. I have won the lottery with all of the friendships that have been freely given to me from those that I have served with. They have driven me to be better, gently corrected me when I was wrong, had the confidence to give me responsibility and authority to try the untried, and gave me their trust and respect long before I had a chance to earn it! They have given me so much, and lifted me up on their shoulders, and then recognized me for my achievements! I can think of no better time, no better reason, than to say “Thank You” to every individual, and to the group as a collective team for their sincere help and friendship. That is the kind of “Thank you” that I mean. I have enjoyed every second of the experience and look forward to having a chance to actually earn the honour that you have given me.

Thank you.
Bill Thompson BA, RCM, ACCI, FCCI

Malvern is proud to congratulate John Margarit and Pam Murphy on attaining their Registered Condominium Manager designation from the Association of Condominium Managers of Ontario. After two years of sacrificing nights and weekends to take and pass all of the requisite courses offered at Humber College, and challenging and passing the RCM exam, and working for two years in the field of Condominium Management, they have met the daunting requirements of that designation. We wish to thank them both for their sacrifices made toward becoming better Managers for our clients. They were presented their Certificates on Friday September 17, 2010 at an ACMO luncheon.

As an ACMO2000 certified company, Malvern Condominium Property Management undertakes to encourage all of its Managers to achieve this level of designation. Currently, Malvern has seven qualified RCMs on staff to serve our clients, and all of our other managers are actively engaged in pursuing this achievement.