Without question, the JK Team did a superb job with determining our buying needs. Before joining the JK Team, as first time buyers, we were excited, committed, and confident about entering the housing market. However, our approach was hapharzard, uninformed, and directionless. We quickly found ourselves in the midst of an intense fog, and needed a trusted team of professionals to "guide us home". The moment we met Jennifer Palacios, the fog immediately began to lift. Her approach was professional yet affable. She invested the necessary time and energy to know us as people and then listened to our housing expectations. She was able to strike a fine balance between what we wanted (e.g, square footage, number of rooms) and our values (the unit had to be close to the TTC because of our commitment to the environment).

Most importantly, Jennifer treated us as people with housing needs, not simply clients with housing needs. We believe this key distinction captured the spirit of the JK Team, and greatly contributed to our overall positive experience. We still vividly remember leaving their office that day with our trusted binder in tow, feeling the weight of the housing market off our shoulders, and remarking to each other, "Everything is going to be just fine! We're in good hands now!" We found the on-line daily stratus reports to be effective, timely, and comprehensive. We especially appreciated how the on-line listings were modified during the course of our housing search as our buying needs changed. For example, originally we limited our search to downtown Toronto but with the help of the Team additional areas were quickly added.

To us, extra value means all the little things that have made a significant difference. This long list includes but is not limited to:

• during the initial consultation, we were pleasantly welcomed to the JK Team with our respective names printed on the introductory sign;
• we were provided with the '2008 Guide to Buying' binder, which was informative and comprehensive;
• Jennifer took a photo of us which served to remind the JK team that we're real people with real smiles and real hopes;
• we were impressed with the extra attention that the JK team paid to the specifics when visiting an open house, such as wearing appropriate shoes and having a bite beforehand;
• we valued Jennifer's honesty and candid observations whenever we visited property units;
• the team mailed us a thoughtful gift card and popcorn to remind us to hang in there;
• a delicious bouquet of cookie flowers was delivered to Jen when we purchased our condo, Yum-O!;
• we were happy to receive the personalized items, e.g., 'We're Moving" postcards and new address labels. All our calls and emails were returned either on the same or following business day.
• We appreciated the speed with which our concerns and questions were considered and answered.

Professionally, the JK Team has demonstrated a clear commitment to customer service (e.g., listening to and meeting client needs); and to sharing their expertise (e.g., clients are empowered with essential housing knowledge). From the Day One, the JK Team has exhibited a courteous, conscientious, and businesslike manner that conforms to the highest standards of customer relations and professionalism. During every phase of the buying process, it was clear that the JK Team possessed not only the necessary expertise and skills required to purchase and sell real estate but also the awareness and familiarity to provide ongoing support to its clients. Buying a home can, and usually, involves a number of emotions, ranging from unbridled enthusaism (e.g., Yeah! Our offer was accepted!) to flat out disappointment (e.g., Sorry, the unit has been sold conditionally). The JK Team understands how these emotions unfold like a roller coaster. For example, two months into our housing search we began to feel less optimistic about finding a suitable home. This is when we received a thoughtful Blockbuster Gift Card and popcorn from the JK Team with a much needed note of encouragement and support. With less than a month until our possession date (August 15), we're trying our best 'to get our ducks in row'. We've organized our move by using the 'After the Sale Checklist' and 'Closing Timeline' handouts, which have answered most of our questions. When questions have come up (e.g., utilities), we've emailed the office and continue to receive excellent customer service. We're counting on the JK Team to guide us right up to the day we get the keys!

Jenn Tung and Edwin Ng