What does it take to be the best at satisfying customers? For Paola Gandara, a sales representative at Pardee Homes’ Esmeralda neighborhood and winner of the company’s Buyers Choice Award, it’s all about one simple question, “How can I help you?”
Her top priorities are exemplary service and exceptional value going the extra mile during the entire home buying process. “You have to really find out what a customer needs,” says Gandara. “For example, Pardee Homes has many wonderful floor plans and options in Esmeralda. A family with three children may really appreciate a bonus room that they can turn into a playroom, but a couple just staring out may be more comfortable with other amenities.” She continues, “Instead of selling them what I want to sell them, I must find out what they really need.”
Gandara, a bilingual sales professional, also works to provide the best value for Pardee homebuyers. “An example of this is to suggest applying incentives to the down payment instead of the higher cost flooring, so that customers can get a better rate on their loan and perhaps reduce their overall monthly payment significantly,” she explains.
Pardee homebuyers consistently have noted Gandara’s outstanding customer service. She joined Pardee Homes in 1998 and has always received excellent scores from home-buyers who fill out a survey about their home buying experience.
This year, Gandara was selected from among 50 sales professionals for the com-pany’s top honor, the coveted Champion’s Cup. She was ranked first in customer service in the survey completed by Pardee homebuyers who took title to homes across California and Nevada.
The seven-page survey ranks sales professionals in categories such as “updating about critical timing issues” and “explaining the move-in process.” Gandara’s scores topped 95 percent giving her the highest-ranking in customer service for Pardee Homes sales representatives.
“This award is special because it is selected by home-buyers only,” says Gandara. “I knew I had high scores, but I was shocked that they were the highest,” she says. “All of our sales representatives provide excellent customer care and service.”
In fact, Pardee Homes’ insistence upon customer service can be directly attributed to the legacy of its founders George Pardee, Sr., and sons George, Jr., Douglas and Hoyt, according to Mike McGee, Pardee Homes president and CEO. “The Pardees started the company with a single-minded goal: ‘Put the customer first.’ That commitment continues today, inspiring us to build the best homes and communities we can. It means treating buyers as if they were our neighborswhich they are.”
Gandara has taken that message to heart and enjoys helping people, especially when introducing them to the showcase homes of Esmeral-da, located near Interstate 805 and Highway 905 in South San Diego.
“There are so many benefits to living in Esmeralda,” she says. “Esmeralda’s home are spectacular in design and offer many ‘green’ features through Pardee Homes’ LIVINGSMART program. The location is fantastic, and the neighborhood boasts many incredible ocean views. Esmeralda also is close to the cultural attractions of Mexico and downtown San Diego.”
She adds, “Plus, as part of a master-planned community, Esmeralda includes open spaces, parks and wonderful schools.”
More than half of the planned 179 homes have been sold. That has to be due, in part, to the stellar customer service provided by Pardee Homes sales representatives like Paola Gandara.