ICC Property Management Ltd. Supplement to Condobusiness ICC Property ManagemeNT LTD. 1
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• Congratulations ICC Property Management on your continued success in the industry • 2 Special Supplement
ICC Property Management Ltd. In the Company of Family
From humble beginnings in a 300 square foot office in Richmond Hill with no support staff, to the current 4000 square foot Corporate Centre in Markham with over 22 employees, one thing still remains…the strong foundation and belief of the importance of family upon which ICC Property Management Ltd. was founded. Steven Christodoulou, sole owner, President and CEO of ICC Property Management Ltd., views the word “family” in very broad, allencompassing terms. “Family is extremely important to me and I believe that when you expand the family unit, it brings strength, builds good character and teaches humility and appreciation,” says Christodoulou, who is married and has four children. Christodoulou started ICC over 17 years ago. His first client, an elegant and stately equity co-op, is still managed by ICC today and stands as a testament to the devotion of ICC to the care and service it provides, as well as to the loyalty of their clients. “ICC is a family – a family of which my clients and staff are a part. Each are equally as important as the next”, states Christodoulou. As ICC expanded its’ portfolio throughout the years, it retains a proven track record of exemplary service to their clients. Each client in the portfolio of over 40 buildings are part of the ‘family’ that ICC is extremely proud of. “We celebrate the successes of each client as we work together to provide exemplary service to improve and maintain each building in our portfolio”, says Christodoulou. “Property Management is in my blood – I am a second-generation property manager.”, explains Christodoulou, whose father, Savvas Christodoulou, is a veritable legend in the industry. Notwithstanding, Steven still started from the ground, up – absorbing every learning experience and detail as he shadowed his father while on the job. He fondly recounts early memories of accompanying Savvas on inspections when he was a young child. By the age of 14, he was working for his father during the summer watering grass at townhouse complexes. After completing his studies at the University of Western Ontario, he joined GPM where he advanced his skills as a property manager and learned more tricks of the trade under Savvas’s
watchful, and sometimes critical, eye. But Steven Christodoulou always had an entrepreneurial spirit, and so at the young age of 23, he ventured out on his own and founded ICC Property Management Ltd. which is now a thriving company with a strong and unified spirit. After two years, Savvas eventually joined his son at ICC and they still work closely together today. At 75 years young, Savvas continues to come into the office regularly to attend to business and help new managers learn to manage properties the right way. Always dapper in his tailored suit, and with a pen and paper in hand, he is off on his inspection. Even a person of excellent physical health and stamina is hard-pressed to keep up with Savvas. Nothing escapes his attention to detail - from a tiny tear in a piece of wallpaper, to a bit of dust in the corner of the boiler room, everything is duly noted and the manager learns what to look for. “These are people’s homes and they must be kept clean and well-maintained,” insists Savvas. Most of the very experienced managers out
there are probably nodding and chuckling now, as the majority of them know Savvas personally – he trained most of them. Also working with the father and son team, Christodoulou’s wife, Sherry, is, herself, a seasoned property manager and worked for several reputable companies before meeting Christodoulou. Christodoulou laughs, “Only another property manager could understand… the late nights and endless meetings.” For over a decade, Sherry has worked alongside her husband and father-in-law both in the field managing several portfolios, and at Head Office. She now works mainly behind the scenes for ICC while raising the couple’s children. The newest addition to the Head Office administrative support team is Steven’s sister, Loula, who also worked for GPM many years ago. But, for Christodoulou, there is more to family than just blood relations. He thinks of each of his staff members and his clients as part of that family.
ICC Property ManagemeNT LTD. 3
The Executive Team… While Christodoulou previously worked with a partner, they chose separate paths and split the portfolio of buildings a few years ago in order to effectively facilitate their respective personal and professional growth. Since that time, ICC has expanded considerably, doubling from its modest holdings to a portfolio of more than 40 buildings. “I am very proud of the steady growth and accomplishment of ICC over the past few years and I am extremely excited for the future of the company.” states Christodoulou With the success of ICC over recent years, there came a point where Christodoulou had reached a benchmark in the growth of the company. In recognition that he needed to add a senior condominium specialist to act as his right hand, and with a tough set of criteria for the candidate, he commenced the search for the right person to fill the position of Vice President of ICC. “I was very, very particular in my selection of someone for the position as the person needed to be the right ‘fit’ for the family here at ICC.” And that person was Mr. Chris Antipas, a bright young star with a wealth of experience in the field of condominium management and an exemplary track record of providing exceptional service to his clients. The news of the selection of Antipas as ICC’s new Vice President broke fast and spread like wildfire. Recounts Christodoulou, “I was very confident in my choice of Chris, but it was the outpouring of respect and esteem from his colleagues in the field and staff under his tutelage
4 Special Supplement
Steve Christodoulou
that served to confirm that Chris was the right choice for the ICC family.” “Calls of congratulations and positive feedback about my choice of ICC poured in from everywhere.”, adds Antipas. “I was very happy to become part of a team that was so well-respected in the industry.” Formerly a senior regional manager at Brookfield Residential Management, Chris
chris antipas Antipas came to ICC with an impressive amount of knowledge and experience. In addition, his enthusiasm, creativity, dedication and strong connection with the family atmosphere of ICC has made him the most perfect fit for the company. Christodoulou is more than thrilled with Chris and they work incredibly well together. “I couldn’t be happier as Chris and I move forward into the future with this company,” states Christodoulou who is now currently looking at expansion markets outside of the GTA. Antipas joined ICC because of its commitment to service. “I strongly believe in ICC’s philosophy and, with it being a smaller, more close-knit and hands-on company, I am able to provide the consistent high level of service that I always believed that clients deserved,” he says. In joining ICC, Antipas helps oversee the physical management of the buildings under ICC’s care. His experience, dedication, and attention to detail ensure that the management and maintenance of all the buildings meet the highest possible standards, consistent with that which ICC is known for. Together, Steven Christodoulou and Chris Antipas are the dynamic duo taking ICC to a whole new level, “We have great forward momentum, provide exceptional service, and have a strong team working together to help us get there.” states Antipas.
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ICC Property ManagemeNT LTD. 5
ICC’s Clients ICC manages over 40 condominiums, from smaller townhouse complexes, to large, luxury high-rise buildings. From more mature condominiums, to one of the newest condominiums in the Ontario, and one of the finest buildings in the country. They also assume management of condominiums under court-appointed administration. “Because we believe that no matter what type of condominium it is, you deserve to have your building managed well,� says Steve Christodoulou, ICC’s President. But new condominiums present their own challenges and also benefit from ICC’s experience. New buildings sometimes have developer issues or problems that need to be ironed out, and ICC is able to deal with these even from a pre-turnover phase. Another specialty in the ICC portfolio is a little less common: the elite level of condominiums. “Our attention to detail makes us a good choice to manage luxury condominiums,� says Christodoulou. The Residences of One St. Thomas: The Jewel In The Crown ICC brings its famed service to the Residences of One St. Thomas. Located on a secluded street close to the sleek, high-end shops on “Mink Mile� at Toronto’s Bloor Street, the 29storey limestone luxury building has only 72 suites that range from about 1250 square feet to over 10,000 square feet.
The elegant building can be considered the company’s flagship client. “This is a fantastic building and is known as one of the premiere condominiums in Canada today,� states Christodoulou. In line with the tasteful decor from interior designer Brian Gluckstein, the building has an executive concierge who caters to the every need of the discerning residents of the building. In addition, the building boasts 24-hour security, doorman and valet parking as well as state-of-the-art electronic security equipment. Valet parking is provide by Forest Hill Valet who not only park the vehicles, but also act as full concierge providing an unlimited range of services to the residents. Further accentuating the luxury at One St. Thomas, facilities include guest suites, an indoor pool and whirlpool, change rooms with steam baths, indoor and outdoor terraces, fully equipped exercise room and two private massage rooms. ICC understands the discriminating tastes of the residents who reside in the building. “Even the soaps and shampoo in the fitness room have to be a certain brand— it’s what the
residents want and deserve,â€? says Antipas. Service is re-defined at One St. Thomas, where the residents are always treated like VIP. “This is a special condominium and as such, it must be managed more like a five-star hotel than a condominium,â€? says Christodoulou. Fittingly, the condominium’s Annual General Meetings are held at the nearby Four Seasons Hotel. Obviously, the building and residents of One St. Thomas are extraordinary, but for ICC, the key is to treat all of the condominiums in its portfolio with the same respect, dedication to service, and attention to detail. They are family, after all, and when you are a client of ICC Property Management Ltd., you are not just in a family company‌you are in the company of family. For further information, please contact: ICC Property Management Ltd. Markham Gate Corporate Centre 550 Alden Road, Suite 201 Markham, Ontario, L3R 6A8 Telephone: 905-940-1234 ext 24 Fax: 905-940-3881 www.iccpropertymanagement.com
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6 Special Supplement
ICC Property ManagemeNT LTD. 7
The ICC Advantage When you hire ICC, you hire a team of condominium specialists which offer several advantages and which distinguishes it from other property management companies. ICC has developed its reputation based on the high-quality service they provide to all their clients. “I think the key to providing good service to our clients is the experience we bring to the table. At the same time, we’re always learning something new,” says Christodoulou, who claims he is constantly learning although he has been working in the industry for the majority of his life. ICC runs a centralized operation whereby all financial and administrative aspects of the company are carried out by the team of professionals at head office. This gives our property managers the freedom of being able to concentrate on simply managing the property and not being bogged down by mundane administrative duties. “You can’t manage a building by sitting behind a desk”, says Antipas. Whenever possible, we also try to reduce the ratio of property managers to buildings. This gives ICC a leg up over other management companies, where property managers may be
responsible for as many as 10 buildings or more. “It is very important to us that our property managers are able to focus their attention on the clients they serve, and don’t constantly feel stretched to the breaking point. This enables us to attract and retain better managers, and they’re able to take care of our clients and the buildings. It’s all about balance,” says Christodoulou. Want another example of ICC’s attention to service? On any given night during the week, Christodoulou and Antipas are personally attending board meetings as they believe in the value of meeting face to face meetings to strengthen client relationships, something that emails, faxes and other forms of electronic communication does not readily procure. “This business is all about relationships and customer service – something that has been in steady decline in North America over the years. We deal on a daily basis with people with real problems and concerns and we do our best to ensure that they feel validated and have an advocate to work for them toward effective and satisfactory resolution of the issues at hand.” states Antipas. Another key element of effective property
management is good communication with homeowners. Thus, ICC strives to ensure that all owners are kept apprised of current events and issues pertaining to not only their building, but in the condominium community at large. “We stress with property managers the importance of communicating with residents and with boards of directors,” says Chris Antipas. “This is to create confidence, and let people know what’s coming, so there are no surprises. It is their most important investment, after all.” Aside from site offices, the communication to residents from ICC’s head office is equally as important. “At ICC, our telephones are answered 24 hours a day, because problems don’t always occur during business hours,” says Christodoulou. “In this industry, we sometimes have to be plumbers, electricians, engineers, painters, or even counsellors to resolve inter-personal problems among owners. Laughs Christodoulou, “Sometimes it’s like we are firefighters and Tylenol for condominiums. We put out fires when necessary while taking away the headaches of the day to day operations from our boards of directors.”
A Look On The Inside ICC has created a tried and true system for the effective operation of their Head Office as well as their site offices. “We have a very efficient and streamlined process at our Head Office which takes much of the burden of the financial and administrative tasks off the shoulders of our managers. Managers therefore have more time to manage the building instead of spending it on coding and processing invoices, creating budgets, preparing AGM packages and so on. We find that this process is extremely effective and makes for happier managers, Boards of Directors and residents.” Antipas explains. ICC successfully manages a wide variety of projects from small 13 townhome units, to large 600-unit highrise communities. Their flagship building, The Residences of One St. Thomas, is Canada’s premiere uber-luxury condominium. “We have actually turned down some prospective clients because they were not the right fit for us or our family-type atmosphere.”, states Christodoulou. ICC Property Management Ltd. is for the discerning client. “Clients like us because we don’t just manage their buildings,” says Antipas, “We manage them well and build long-lasting relationships with each and every one of them.” 8 Special Supplement
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Staff and Clients – Part of the Family Recognizing that having good staff is the strength and backbone of a company, Christodoulou credits his managers, administrators and head office staff with much of the success of ICC. “They are part of our family,” explains Christodoulou, “and we all work together as a team to ensure that everybody has the support they need. Without their untiring efforts and dedication each and every day, ICC would not be the company it is today.” Make no mistake, however, as ICC has no intention of becoming a large conglomerate company. “We pride ourselves on being very hands-on in the day-to-day needs and management of each and every one of our buildings. My staff and clients know me and can count on being able to reach me personally at any time and that is the way I intend to keep it.”, affirms Christodoulou. Each member of ICC’s team is hand-selected by Christodoulou and Antipas to ensure a proper fit for both ICC and the client. “It is important for us to ensure that the prospective staff member has the right personality, work ethic, dedication and attention to detail that we expect from all our staff.
We don’t hire just anybody as a warm body to fill a seat in a site office.”, states Antipas. ICC’s staff members are equally dedicated and devoted to the family atmosphere. Some of the staff members have been with ICC over 11 years and continue to provide a consistently high level of service to the clients. “We are NOT a revolving door for staff or clients,”emphasizes Christodoulou. “Longevity is a key factor for building and maintaining client relationships…and relationships is what this is all about.” ICC’s philosophy of family also extends to their clients. As such, clients are given the personal attention and service that they deserve. “We are a professional property management company for the discerning client. But our philosophy is different in that we form solid relationships with our clients based on mutual respect, appreciation and good values.”, Christodoulou says firmly. “When a new client comes to us after having been with a large company, we consistently hear very positive feedback regarding our personal service which is something they indicate that they were not getting before.”, adds Antipas.
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In keeping with the tradition of the family philosophy at the heart of ICC, Christodoulou hosts an annual summer BBQ at his home for all of his staff and their families. “I love it when we all get together in this way and I enjoy getting to know my staff and their families outside of the office environment and I want them to know me in that way as well. One big family.”, says Christodoulou. In addition, ICC hosts an annual Christmas party for all board members and property managers. Members of the boards of directors of different buildings are encouraged to talk amongst themselves while enjoying a festive atmosphere. ICC’s position on the inter-mingling of clients is different from that of other property management companies, which might not support board members from different buildings comparing notes on their relationship with the property management company, but ICC is confident this communication will bring only positive results. “It lets them share their positive experiences,” explains Antipas.
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Accomplishments and Accolades In 2007, ICC achieved their ACMO 2000 designation, a proud accomplishment for ICC. Only 25 companies are certified as ACMO 2000. The certification is comparable to the equivalent of ISO 9000 certification for condominium management. In other words, it’s a mark of standards of excellence and quality. As part of the ACMO certification, ICC is independently audited by the Business Development Bank of Canada. ICC is also fully insured as a property management company, carrying errors and omissions insurance and a fidelity bond. For ICC, it’s all part of their commitment to being a well-run company that can provide consistently great services for the properties it manages. “Basically, this means that all our condominiums are managed consistently well, with policies and procedures in place to meet our high standards and objectives,” says Christodoulou.
Antipas adds, “Being certified as ACMO 2000 represents part of ICC’s continued commitment to excellence. At ACMO, we try to set the bar at a certain level for condominium management companies. By attaining the ACMO 2000 certification, it means that you’ve met and obtained those levels.”. Christodoulou explains that the certification confirms a certain level of reliability and consistency in how a company is run. “It means the management company is able to provide consistent reliable service across the board. However, at ICC, we do not stop there. We continually strive to exceed that standard and raise the bar even higher”, says Antipas. Affirming their high level of service is the fact that ICC Property Management Ltd. received the AMCO Corporation Member of the year award in 2008. This award, along with their ACMO 2000 certification, is proudly displayed in the reception lounge at their Head Office.
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Company Initiatives Going ‘Green’ Not only is their logo green in color, but going ‘green’ is a significant part of ICC’s on-going commitment to the environment. To affect this, ICC is doing their part to preserve the health of the planet through environmental measures designed to conserve energy. They have formally created an ‘Environmental Committee’ to review all the Corporations practices. This will further ensure that not only are they properly addressing energy conservation for financial purposes but also are also being environmentally responsible in helping to reduce the carbon footprint of their buildings. In-House Training ICC is extremely proud to have been granted official teaching status by ACMO to teach the R.C.M. “It is a great advantage to our staff as well as our clients to be able to offer these courses at our Head Office. Previously, the ACMO courses were only available at various colleges in the GTA, but now ICC is an official R.C.M. ‘school’. We provide these courses to our staff free of cost in order to aid them in becoming better managers and help them advance their careers.� says Antipas. Currently, all ICC managers have (or are exempt due to years of experience), or are actively working on attaining their Registered Condominium Manager (R.C.M.) designation.
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Customer Satisfaction The stories come quickly when ICC is asked how their services have made a difference for their clients. “Last year we took over a property in May, and at the AGM in November, RB Doors.indd a homeowner got up and said that over the summer they’ve never seen so much work being done and such an improvement. And they had been there since the inception,� says Christodoulou. The truth of the matter is, most new clients come to ICC through referrals from other satisfied clients. “Our clients and residents don’t hesitate to recommend us to their friends and family,� says Christodoulou, with great satisfaction. But ICC continues to reach out to potential new clients with ads on the radio, an innovative marketing initiative that is a first in the property management industry. “It has been a highly successful method of reaching out and spreading the word of our company to the masses,� explains Christodoulou. If you listen to the John Oakley Show mornings on AM640, you may have heard the ads, which promote the accomplishments and services offered by ICC. For example, in one ad, Steve Christodoulou tells a short anecdote: “How does your condo choose its property management company? I received yet again a call from a director who last year ended up hiring another property management company based on price alone. They realized their mistake and have returned to retain us as their property manager. Don’t base your decision just on price for your single biggest investment. Insist on an ACMO 2000 certified company. Insist on ICC.� But what’s the biggest reason that ICC retains so many clients for so long? The superlative service that ICC offers to all its clients, big or small. That’s how ICC has been able to reach the position of success it now holds.
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“It is in giving that we receive”
— ST. FRANCIS OF ASSISI
CONGRATULATIONS
ICC Property Management Ltd. on 17 years of giving value and leadership to condominium communities.
…
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Roofing.indd 1 14Skyway Special Supplement
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A Personal Note: As I reflect over the past 17 years since I founded ICC Property Management Ltd., I acknowledge that it has been both a challenging and rewarding experience. I set out on a journey as a young entrepreneur with a vision and a strong set of family values to achieve certain goals and with maintaining a positive attitude, hard work and perseverance, I have happily attained them. Still, I vow to keep raising the bar and continue to set and strive for higher goals. I wish to express deep gratitude and appreciation for all those who have helped me along the way. From my first client, Mary Lou Kitchen of 150 St. Clair Avenue West, who believed in me even though I had no buildings, to all of my dedicated staff who work hard each day and night, and the many contractors working in and around the buildings on a daily basis including lawyers, engineers and accountants, I would like to express my sincere thanks. Chris Antipas and I are both exceedingly grateful for each and every one of our clients, for without their trust and support, ICC would not be the thriving expanding and company it is today. As we look forward, we remain committed to providing our clients the best possible service while maintaining our honesty, integrity and our
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mission – to protect the investments of our clients. A special mention must go to Savvas Christodoulou who continues to pass on a wealth of knowledge and experience. His skills, work ethic and attention to detail are second to none and we are both proud and honoured to still have Savvas working alongside us for as long as he is willing and able. Most of all, to our wives, Sherry and Vicky, and all our children for being patient with us and putting up with the late meetings, long hours, missed soccer practices and ballet recitals. We are very fortunate to have partners and families that are as supportive and understanding as they are. Sincerely, Steven Christodoulou, R.C.M. and Chris Antipas, R.C.M.
Value In general, most condominiums are looking to retain a management company to provide the best service at the lowest possible price. After a short while, though, they end up dissatisfied with the lack of service they are provided. Antipas explains, “We are very competitive in the market, but we may not be
the lowest bidder. When you hire ICC, the quality of the service you receive from us is evident right from the start and definitely justifies our fees it in the eyes of the client.” ICC firmly believes that the services it provides bring value to the properties it manages—and after all, a condominium is an investment as well as a home.
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We are a Proud
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Supplier to ICC Property Management
220 Duncan Mill Road, Suite 513, Toronto, Ontario, M3B 3J5 Tel: (416) 444-3906 Fax: (416) 447-9798
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16 Special Supplement