What happens after the initial sales visit? A good question and one that separates good contractors from bad contractors. Obviously it is important for contractors to make sales in order to keep their business up and running, so each salesperson does their best to provide the best impression of their company, themselves, and their products. But, what happens after the sales visit? Do the Production Team and the company deliver on what the salesperson promised?
This is where many contractors or service companies get it wrong. They promise the moon, fall short of their promises, and follow it up with excuses as to why their promises couldn't be delivered. Many of us have encountered this and there is nothing more frustrating.
At Thrasher Basement Systems we take excellent customer service and follow through very seriously. Our mission is "to be the best in our industry and to "wow" our customers every step of the way." This means each and every employee has a stake in the process and takes ownership of our mission. Good service doesn't stop at the initial conversation with our office to set up your appointment and your appointment with our System Design Specialist.
It is followed through by Production team, Service Technicians, and our office after you have chosen to do business with us. This is what separates us from other contractors and why each and every employee feels it is important for the customer to choose Thrasher. Your home is more than likely the largest investment you will ever make and it is important to protect that investment!
How do you know if the contractor will follow through on what the salesperson promises? Ask them! Ask your salesperson specific questions like "How will my special wishes and instructions get communicated to the Production Team? If I have a question or a concern, who do I call? How long will it take for someone to get back to me if I do call? After the job is complete, will someone follow through with me?" These are all important questions. At Thrasher Basement Systems we have the answers to these questions. Our System Design Specialists and our Crew Leaders meet to discuss every single job before the Production Team goes to an installation. They review the contract, special instructions, and pictures to make sure we deliver on our promises. In fact, we even send out a Special Instructions request prior to your installation date to give the customer another chance to provide us with any special instructions.
If you have a question or a concern during installation and/or after installation (whether it is a day or several years later) you can call your System Design Specialist or our office and we will answer your questions and address your concerns the same day, most of the time right when you call. After the job is completed, our Production Crew Leader reviews the job with you, we send out a Post-Installation survey, and our System Design Specialist will give you a follow up call as well.
We want to make sure we delivered on our promises. But we are not done yet; we call you every year to set up an annual maintenance of your system. That annual maintenance is then performed by our highly trained and experienced Service Technicians.
Our Service Program is very important to our customers. Our Service Technicians perform maintenance on our systems annually to make sure the system is functioning properly and to inform the customer of any potential concerns or problems. We want to ensure that our systems will work for many, many years, not just for a short period of time.
This is especially important with sump pumps. Sump pumps are no different than any other mechanical device, they need maintenance. If maintained properly a sump pump can last a very long time and it will keep the basement dry. If not maintained, at some point the sump pump will fail. Unfortunately the way most people find out if their sump pump failed is by having to relive the pain of a wet basement again. We know you don't want to go through that again!
This is the reason why we offer a Service Program to our customers. After we install our system, we want our customers to have the peace of mind that their system will keep their basement dry for good! What happens if you have a concern or a problem? Thrasher has 10 Service Technicians that can be dispatched to your house if you are having a problem or concern at no charge! If you are having a problem or concern, you don't have time to wait until someone calls you back. You need immediate action and that is what we are here for! Every day we have a Service Technician "on-call" to respond to these concerns and the best part...it's FREE!!
When you choose a Contractor it should be a long term relationship and not just a short term sales call. All of the above considerations are important so that you can protect your largest investment and more importantly give you the peace of mind that you made the right decision.
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