Naylor and Condominium Service

Naylor sat down with Kelly Halkett, our Condominium Operations Manager, to discuss her experience and Naylor’s entrance into the condominium industry.

1.?????What is your background, and how did you end up at Naylor?

I have a diploma in retail buying, but shortly after finishing college decided to abandon that industry to pursue a career in advertising and marketing.?I spent the next ten years in the marketing/advertising field working for various brands.

I then decided to make a career change and moved into property management, achieved my RCM designation, and worked as a Senior Property Manager mentoring a team of managers for a ten-year period. Working as a property manager was my introduction to Naylor.

I utilized Naylor for all services at the property I managed based on the exceptional customer experience we received.?I immediately knew when I saw the job posting for my current position that it was an incredible opportunity.?I wanted to be a part of a winning team at a winning company and help to reinvent HVAC in the condo industry.

2.?????Why has Naylor decided to enter the condominium service provider industry?

?There are not many qualified condominium service providers in the industry.?Naylor offers the condo corporations that we work with added value as they know they have a vendor who they can trust to service their in-suite equipment based with technicians who are familiar with the equipment, bringing our services full circle to our client.

3.?????How does your qualification as an RCM make you different than other operations managers in the industry??

Having my RCM designation shows that I am committed to the industry as well as have an extensive knowledge of condominium management and what is required to properly run a condo corporation.?Being a former property manager, I have firsthand experience with the challenges that managers face on a day-to-day basis, which helps Naylor tailor programs and services to better service our clients and offer timely solutions to their problems.??

4.?????What is Naylor’s in-suite solution currently being developed?

Naylor is offering residential services to all condominium corporations where we currently have the base building contract.?During the in-suite inspections the technicians leave behind one of two notices in the suites.?The first notice lets the resident know that their in-suite equipment was inspected and that a deficiency was found and suggests they place a service call.?The second notice lets residents know their equipment was inspected and there weren’t any issues found, but that if any issues are found in the future to contact us.

We are also going to be utilizing QR code stickers that will be attached to all in-suite equipment.?The resident will scan the QR code and then be taken to a form where they can enter all their contact information, select their date for service call, populate their credit card information and indicate what their service issue is.?Once this form is received a member of the dispatch group will then contact the resident to schedule the service call.?Service calls are Monday – Friday, 9am – 4pm.

At this point in time, we have launched the residential division in Oakville and Richmond Hill and will soon be launching the program in Brampton and Cambridge.?All calls are charged at either a diagnostic rate or quoted based on time and materials.

5.?????What makes Naylor different than other providers??

Naylor is the only mechanical provider that truly offers a complete end-to-end solution for all building mechanical needs.?No other provider offers the vast level of services that we offer, the ongoing training and support for the technicians, combined with the vast knowledge and experience of the senior management team, who are also all former technicians.

6.?????Naylor is a premium contractor, what distinguishes it from other companies in the industry?

Service: Naylor is a leader in the use of technology.?The app that our technicians use gives them access to their own custom portal where they can review all invoices, quotes, worksheets and equipment lists along with a schedule for the maintenance of the equipment.?Naylor is also the only mechanical provider that has a condominium operations manager who is familiar with the challenges that managers face on a day-to-day basis and can help troubleshoot issues with an understanding of the possible impacts on residents and a Board of Directors.

As a full-service mechanical contractor (HVAC, plumbing and electrical) it affords us the ability to offer additional services to our customers.?If we are working on a project and there is the need to involve another trade, we can pull from our own resources to complete the work and not involve another vendor.

Experience:?All operation managers at Naylor are former technicians and we promote from within.?Collectively, the leadership team at Naylor has over 210 years of hands on, feet on the ground experience to guide the technicians.

Training: The technicians receive continued training from leading industry professionals to ensure they are always up to date on the most current equipment.?Based on the vast knowledge of the leadership team at Naylor and the bridging of offices, technicians are always able to get one–on–one coaching and guidance for any challenging situation they encounter.

Naylor will continue to develop and expand our condominium operations, bringing top quality equipment, advice and technicians into our customers’ buildings.?