People on the Inside: Customer service the top priority for G.L. Homes' Fowler

From the Palm Beach Post
By CHRIS DeSTEFANO
Real Estate Weekend Writer

Her customers call her "Saint Theresa," and for good reason.

Providing the self-control one needs when dealing with what can sometimes be a demanding public, Theresa Fowler's patience is by far her biggest strength.

It's a virtue that Fowler has shown for the past 20 years at G.L. Homes, where she is now vice president and project manager for the new Valencia Reserve community, west of Boynton Beach, that is previewing at nearby Valencia Pointe.

Fowler has an open-door policy and meets with residents who have questions, from security to the homeowner's association; or a gripe, including the tree in their front yard having fewer leaves than their neighbor's.

"My patience level is exceedingly high," explained Fowler, who purposely doesn't have an e-mail address listed on her business card because she prefers to communicate "face-to-face."

She said Valencia Pointe residents love her: "I am a rock star here. Some of them even call me 'Saint Theresa,' " she said, blushing.

"These folks, they want service and they want to be treated well. My day is devoted to them. It's been mentioned to me that the reason I am successful is because people feel comfortable with me."

Just like buyers feel comfortable with G.L. Homes and its Valencia communities. Valencia Reserve, a 55-and-over community that will feature 1,061 single-family homes, has broken ground at Boynton Beach Boulevard and Lyons Road and will be the builder's seventh Valencia community in Palm Beach County.

About 9,000 people live in the six completed communities; all offer their 55-and-over residents an attractive lifestyle.

Fowler said thousands of people attended Valencia Reserve's grand opening Jan. 25, when G.L. Homes sold almost 50 homes; plus another 25 homes at Valencia Pointe, because buyers wanted to take immediate advantage of the lifestyle instead of waiting for Valencia Reserve to be completed.

Valencia Reserve's delivery of homes (priced from the mid-$200,000s) is expected in November. Fowler said she expects the community — which will feature a 41,000-square-foot clubhouse and offer more than 100 activities and clubs — to sell out within a few years.

"I think Valencia Reserve will absolutely sell," she said. "The Valencia communities have been in demand since their inception."

The first Valencia community was Valencia Lakes, completed in November 1996. Fowler had a big hand in that one, too.

But that's nothing new for the divorced 52-year-old Boca Raton resident, who always is there to lend a hand. That includes patiently waiting for buyers to close on a Valencia property because they can't sell their other residence, their financing fell through or other circumstances.

"My motto is 'Do the right thing for the right reason,' " she said. "I have had people having a difficult time coming to closing. I choose to try to help them close, so I give them an extension.

"If more people and more companies actually tried to help people instead of throwing up all these obstacles, the world would be a better place."

It's that kind of thinking that has dedicated G.L. Homes buyers coming back for more. Not to mention the builder's service, its product and its people.

Fowler said she knows of about 100 repeat buyers at Valencia, and another 100 people whose children are buying at either Canyon or GreyStone — other popular area G.L. Homes communities.

Speaking of children: Fowler's 27-year-old daughter Jennifer started working at G.L. Homes when she was 16. She is now the social director at Valencia Pointe.

When Fowler isn't spending time with family — her two sisters and mother also live in the area — she likes to unwind on the water. She has fished in Mexico and the Caribbean. But her prize catch was hooked right off Boynton Inlet in 2001 — a 49-pound, 64-inch dolphin that took 40 minutes to land. The fish hangs in her office.

"I find it extremely exhilarating to catch a fish. It offers a challenge to beat that fish. But it also offers that tranquil peacefulness while you are out there trolling, or even if you are just out there catching yellowtail snapper," she said from behind her desk, seemingly imagining herself out on the ocean at the same time.

"It offers tranquility, a challenge and exhilaration — the same thing that selling homes offers. But I can't wear a bathing suit to work."

ABOUT THE COMMUNITY

Valencia Reserve, G.L. Homes' seventh 55-and-over community in Palm Beach County, will feature 1,061 single-family homes in three collections that provide 1,303 to 2,861 square feet of air-conditioned living space. The gated community will be at Boynton Beach Boulevard and Lyons Road, west of Boynton Beach.

Prices: From the mid-$200,000s to more than $500,000

Community amenities: A 41,000-square-foot clubhouse offering more than 100 activities and clubs. The community also is within walking distance to the new 200,000-square-foot Canyon Town Center, which features a Publix supermarket, restaurants and specialty shops.

Special features: All homes feature an upgraded kitchen with granite countertops; stainless-steel appliances; a built-in pantry; and wood cabinets with above-cabinet crown molding, as well as glass doors and lighting above and under the cabinets.

Directions: Visit the Valencia Pointe sales center for information on Valencia Reserve. Take Florida's Turnpike to Boynton Beach Boulevard. Go east to Hagen Ranch Road and turn right (south). Proceed to Woolbright Road and turn left. Valencia Pointe is on the left.

Hours: 9:30 a.m. to 5:30 p.m. daily

For information: Call (561) 738-5100. Broker participation is invited.

Web site: www.glhomes.com