Customers

Calm, cool and connected

Anel Pla, New York, New York

As a small business owner who’s always on the go, Anel Pla was relieved to discover she could use a popular social media tool to get help from TD Bank, America’s Most Convenient Bank^®, even during a natural disaster.

Hurricane Irene swept the Eastern U.S. coast and forced many businesses in metro New York City to temporarily close. Still needing to contact her bank, tech savvy Anel (@anelpla) turned to Twitter, tweeting to TD to ask about store closures and phone-based customer service options.

Almost immediately, Anel received a direct message from @TDBank_US – the bank’s official Twitter handle – answering her questions about banking options during the storm.

“For my generation, Twitter is such a convenient way to communicate,” says Anel. “As a customer, I like that there are other channels of communication beyond the traditional. TD is very proactive – not many banks are on top of social media.”

Twitter – and social media in general – are hugely important to Anel’s business. She runs a dynamic multimedia entertainment firm, SWAP Management. “You never know what the next idea is going to be,” explains Anel.

A longtime small business and personal customer, Anel loves that TD always has her best interests in mind.

“TD is a good place to start as a small business owner. They’re always suggesting new products that might be helpful to me,” Anel says. “TD has supported me all the way, has always been accommodating…it’s a very friendly place.”

Committed to small businesses

Mike Clover, Coquitlam, British Columbia

Mike Clover, president of the Coquitlam, BC-based C-Lovers Fish and Chips restaurant chain, is the first to admit who helped him get his start: his father and TD Canada Trust.

“Without those two, I wouldn’t have gone anywhere,” says Mike. “TD made things happen for me.”

Mike, along with his wife Cheryl, began their journey in May of 1984 with a lone chip truck. The company has come a long way since then. The once mom and pop shop has grown to 11 locations, seven of which are franchises, taken on two business partners and opened one commercial warehouse. And TD helped them get there.

“Simply put, TD helped us grow,” says Brad MacLeod, Mike and Cheryl’s partner, who joined the business along with Rick Schindelka in 1996. “They set up the financing and created a franchising package that really worked for us.”

C-Lovers’ passion is for superior food and even better service. Their comfortable restaurants appeal to a multitude of loyal customers, from families to business professionals looking for great food and friendly service.

“TD is all about offering the best customer service, and it’s a quality that aligns with our own business values,” says Brad. “It makes a good fit.”

The C-Lovers family values TD’s on-going commitment to their customers. They appreciate TD's honest advice, welcoming atmosphere, and above all, its hours of operation – ideal for those running a small business where a working day is anything but nine-to-five.

“Going into a branch is like walking into your neighbour’s home,” says Mike. “They’re truly happy to see you and always have the answers you want.”

A powerful partnership

M’Chigeeng First Nation, Manitoulin Island, Ontario

Grant Taibossigai is a patient man. Seven years ago he began planning the first aboriginal wind farm in Ontario. In a few short months, he’ll see this dream become a reality.

Grant is a Project Manager and member of the M’Chigeeng First Nation, located on Manitoulin Island, ON. MERE General Partner Inc. was formed to develop the Mother Earth Renewable Energy wind farm project, and is wholly-owned by M’Chigeeng First Nation. The project consists of two wind turbines, which will generate enough energy to power approximately 2,000 Ontario homes upon completion. MERE will sell the power to Ontario Power Generation through a 20-year Feed-In-Tariff contract.

“This initiative is the first of its kind in Canada that is 100 per cent aboriginal-owned, and hopefully the first of many more,” says M’Chigeeng Chief Joseph Hare. “It’s a renewable-energy project that will create jobs and provide an additional source of income for the community.”

Financing for the project was arranged by TD’s Ottawa Commercial Banking Centre. Arranging financial services was a joint effort by several groups within TD. Leading the charge was John Doris, Relationship Manager.

“Building solid relationships is extremely important to First Nations,” explains Grant. “John understood how important full ownership was to us and his co-operation and dedication to helping this project succeed has been instrumental”.

For efficient service, the choice is TD

Carl Desruisseaux, Quebec City, Quebec

As a busy entrepreneur, Carl Desruisseaux’s time is his greatest asset. That’s why he chooses to bank with TD Canada Trust. The owner of several dozen apartment dwellings finds the combination of convenience, service and advice TD offers helps him manage his properties efficiently.

"I fell in love with TD and its personalized service,” says Carl. “As a customer for almost a year, I am realizing everything that partnering with TD will allow me to accomplish."

Carl feels that the flexibility of TD’s services is the bank's strong point. "The fact that branches are open from 8 a.m. to 8 p.m. and on weekends is ideal for an entrepreneur like me who needs fast service throughout the day."

Carl is on the road a lot and notes that TD always finds a simple solution to accommodate him. "No matter which branch I go into, whether I am in Montreal, Quebec City or Sherbrooke, I always get great service. In my opinion, this consistency is what sets TD apart from other financial institutions."

Carl believes that TD offers something that few major financial institutions manage to do successfully: personalized service with a focus on efficiency and courtesy. "I tell everyone to switch to TD, because when I trust a company, I want everyone I know to benefit from the same good service."

Legendary experiences, every time

Jason Harr, Daytona Beach, Florida

According to Jason Harr, there are two things every new lawyer needs. One is a good relationship with a court reporting company. The second is a good relationship with a bank. TD Bank, America’s Most Convenient Bank^®, is only too happy to take care of the second one.

Jason grew up in Daytona Beach and attended law school in Fort Lauderdale. He passed the bar in 2000 and after gaining experience in the field, he opened the Harr Law Firm in 2005. Jason contacted Margaret Conn, Store Manager at TD’s Beville Nova Store, to assist with the account opening.

“Margaret knew exactly what to do,” explains Jason. “There are strict rules about how escrow accounts are managed, and the team at TD Bank made the process very easy. It was a huge relief and one less thing to worry about during a very busy time.”

There is no better testament from a customer than referrals, and Jason continues to tell his clients and peers about the legendary customer service at TD Bank.

TD is focused on helping its customers grow their businesses and fulfill their financial goals. Earlier this year, Jason opened a second law office in Ormond, Florida. TD Bank was with him every step of the way.

“TD has been perfect for my business. I couldn’t ask for anything more."

Partnership is key to success

Steve Kalafer, Flemington, New Jersey

Thirty-five years ago, Steve Kalafer’s first car dealership had two Mobil gas pumps and a lone Ford Pinto in the showroom.

Now, thanks in part to his relationship with TD Bank, America’s Most Convenient Bank^®, Steve owns a family of auto dealerships with 18 brands and 700 associates, and sells thousands of cars every year.

“I believe that partnerships are very important,” said Steve, Chairman of the Flemington Car and Truck Country family of auto dealerships, and the Somerset Patriots minor league baseball team, in central New Jersey. “My partnership with TD Bank is not one that just exists at great times. When things are not great in the world, that’s when you need your partner the most – and TD is a great partner.”

That partnership helped Steve and his business partner Byron Brisby buy back the Flemington dealerships they had previously sold, as well as substantially grow in sales and revenue over the last several years.

Steve, a TD customer since 1998, said the relationship he has developed with Bank representatives, including Fred Graziano, Head of Regional Commercial Banking, is an important part of that partnership.

“I can remember the first day Fred called on me,” said Steve. “And you know what’s wonderful? Fred is a key executive at the Bank and he still calls on me.”

Not only does he value the people and the service at TD Bank, but Steve’s partnership with TD goes much deeper than his diversified portfolio of cash management, lending and personal banking; the Somerset Patriots’ home has carried the name TD Bank Ballpark since 2000.

The long partnership Steve has enjoyed with the Bank has become a friendship. “I speak to someone from TD Bank a couple times a week,” Steve said. “We’re like family.”

Peace of mind is priceless

Marla David, Thornhill, Ontario

Five years ago, Marla David’s father passed away. In addition to dealing with the grief of his passing, she also had the responsibility of sorting through his multiple financial dealings. It was a very difficult and confusing time.

“My father had investments with various financial institutions and I needed to make some important decisions,” says Marla. “He worked hard to build his legacy, and it was a big responsibility to ensure things were done right.”

Marla had already met the Assistant Manager of her local TD Canada Trust branch, for whom she knew her dad had the deepest respect. She asked for his advice and was introduced to David Sanderson at TD Wealth Management’s Private Investment Counsel.

“Meeting Dave was the first step towards a relationship that gives me comfort and most importantly, peace of mind,” explains Marla. “He listens to my concerns, explains things in easy-to-understand terms and knows what is important to me.”

A team approach is used to help Marla with her array of financial needs. “Whenever I go to TD, I am greeted warmly and always see the same faces,” continues Marla. “I’ve been invited to seminars, tutorials and focus groups, which have helped me learn financial terminology and meet like-minded people.”

It’s been a long road, but the team at TD Wealth Management has made it easier for Marla.

“I know my father would be happy and proud of the decision we made.”

Mobile banking in motion

Ran Magee, Burlington, Ontario

Burlington, ON native Ran Magee is self-employed, driving private clients on bus and limousine tours across North America. With most of his time spent on the road, Ran is no stranger to mobile technology and embraces any tool that helps him take care of his clients while on the go.

Ran often requires large sums of money to accommodate travel route changes, unexpected repairs or fuel costs. With the TD mobile app, he can conveniently access funds by transferring money from customer and business partner bank accounts to his TD account. What’s also great is Ran has real-time access to his account information, saving him time and stress.

“I depend on my TD mobile app every day,” Ran says. “It’s like having my very own personal assistant from TD.”

With more than two million downloads in North America, the TD mobile app puts banking at customers’ fingertips, allowing iPhone, BlackBerry and Android device users to view account activity, send or receive Interac e-transfers and locate the closest TD banking location in North America.

Ran has quickly become an advocate for the TD mobile app, sharing his positive experience with both friends and customers - up to 55 people on each bus tour!

“My TD mobile app has given me the freedom to do my banking from anywhere” says Ran. “It’s made my life on the road more convenient.”

Reliable tools in unreliable times

Michael Effemey, London, U.K.

TD Bank Group has grown organically and through acquisition in the U.K. now servicing more than 200,000 customers a year. One of its earliest acquisitions was in 1999, when TD acquired YorkSHARE – the execution-only brokerage side of the Yorkshire Building Society. Michael Effemey was a client then and continues to be client of TD Direct Investing today.

Michael describes the process of the transfer to TD as ‘seamless’ and 12 years later, he continues to appreciate the vast range of services available to him. In addition to the Investor Centre in London, services include free seminars, research tools and the online platform.

“The research tools are one of the main reasons I am with TD,” explains Michael. “They are vital in helping me manage my investments and they differentiate TD from its competitors. The online platform is also easy-to-use and more convenient than those offered by other providers.”

Another benefit of being a client of the award-winning TD Direct Investing is having access to practical financial advice, particularly during a challenging market environment.

“I’ve attended almost all the seminars offered and use the Investor Centre in London as a meeting place to talk to people with similar concerns. We spend a lot of time talking about the economy – especially in current times,” says Michael. “TD is essential for the way I work.”

Peace of mind when you need it the most

Nicholl Family, Slave Lake, Alberta

Insurance is one of the few products we buy and hope to never use. When Jonathan and Amy Nicholl’s home burned down during the devastating fires in Slave Lake, they realized the importance of insurance. They also realized the insurance provider and the people administering your claim can make all the difference.

“TD Insurance was so easy to deal with,” remembers Jonathan. “Our agent lost her home a few years ago and she was an angel to talk to – she completely understood what we were going through.”

Following the fires, TD Insurance set up temporary claims centres to help impacted customers and had dedicated representatives on the ground at the evacuation centres to answer questions and process claims to provide customers with immediate financial assistance and support.

“A lot of people had to fight for their money,” adds Amy. “Within two days of calling them, TD wrote us a cheque because they knew we needed money to cover our expenses during the evacuation.”

The Nicholls stayed with friends until they found a mobile home to rent during the construction of their new home, which TD Insurance had already given the Nicholls the green light to start building. “Many people were living in temporary shelters and rental rates were really high,” explains Amy. “TD understood and after being in five different places, we finally had a place to call home – we slept really well the first night.”

Six months later, Jonathan, Amy and their children, Hayley and Nathan, were the first family in Slave Lake to move into a rebuilt home. “Nobody believed we’d be in this quickly,” says Jonathan. “We hope that moving in to our house gives hope to other families who are still waiting.”

Making strides in the world of securities

Jane Gavan and Michael Cooper, Toronto, Ontario

The market may have its ups and downs, but TD Securities’ relationship with Dundee Real Estate Investment Trust is anything but volatile. TD has been their sole book runner since 2003 and their main investment bank since the company’s start in 1996.

Over the course of their relationship, TD Securities has helped grow the company in a myriad of ways, including this summer’s public listing of Dundee International REIT, a Trust that allows Canadians to diversify their real estate holdings in small amounts to a market outside North America.

“When we look at doing new things, we consult TD to get their advice on how to execute,” says Michael Cooper, CEO of Dundee REIT. “We include them in the inner circle that helps determine how we run our company.”

Dundee International REIT CEO Jane Gavan is confident that the recent deal wouldn’t have been possible without TD.

“TD was our partner, 100 per cent; they did the equity and the debt, and they helped us with the currency. I always knew TD had our back, but even in the middle of the European debt crisis, they were there for us,” says Jane.

For Michael, TD’s stable senior management and steady decision-making skills make them an ideal partner. When dealing in a market where the opportunity for risk is high, Michael believes that knowing your bank is consistent and able to deliver allows him to focus on creating value for his shareholders.

That consistency was evident this summer when TD Securities assisted with an $840 million acquisition during the Dundee International deal. Providing a commitment letter within 48 hours allowed Michael and Jane to focus on the acquisition, not the financing.

“Other CEOs have seen what TD is doing for Dundee, and they realize what a good banking relationship can do for a company,” says Jane. “TD is incredibly loyal to us and we hope they feel it’s reciprocated.”