If you asked me if we ever got complaints from customers, I’d be lying if I said no. In an ideal world, we would never get a complaint but, despite our constantly striving to do the best possible job, every now and then one comes along.
Look, even the best companies get complaints and U.S. Waterproofing is no exception. There aren’t many, which tells you something in itself, but there are some and it helps to understand how they arise and, more importantly, how we handle them.
Here are a few examples to illustrate my point:
3 Things to Remember About the Sources of U.S. Waterproofing Complaints
- Customer Expectations – At U.S. Waterproofing, our advisors give each customer an estimate with a thorough appraisal of their problem and the expected end result. Setting expectations upfront and continuing to communicate usually results in the customer being fully satisfied. Occasionally, despite our best efforts, miscommunication occurs. Having water in their basement can be stressful for homeowners and maybe all the details of the repairs aren’t fully understood or absorbed. Of course, there are those who have “selective hearing” (Hey, I get it, too.) but, regardless of the reason, we do everything we can to ensure that our customers’ expectations are met.
- New Problems Arise – We train our advisors and installers thoroughly in finding and fixing all the basement water problems in a customer’s home and we stand by our excellent track record in doing so. Sometimes new problems will occur as conditions change, such as the many foundation issues that arose from this summer’s drought. Most customers understand that a new problem requires a new repair; others, who may have had negative experiences with other contractors, will assume that we didn’t do it right. For those customers, we make the new repair quickly at a fair price.
- Recurring Problems — Occasionally, even after repairs, the seepage continues, often because a source was missed in our original assessment — even a waterproofing expert can miss a leak because it’s behind drywall or under flooring. Diagnosing basement water problems is not a perfect science and, because we try to avoid unnecessary repairs in an effort to keep costs down, we do get a call-back once in a while. U.S. Waterproofing warranties its work and will always return to fix the problem.
We don’t try to hide our (few) complaints at U.S. Waterproofing. They’re out there for you to see on Yelp and other internet sites and we’re happy to explain them. Our history of customer satisfaction is also detailed on the websites of the Chicago Better Business Bureau, where we have an A+ rating, and Angie’s List, where we have just been awarded, again, their “Super Service” designation. These designations are the result of our following a simple philosophy: “Do the right thing.”
A good business will use consumer complaints to make itself better by increasing training, changing processes and improving products. At U.S. Waterproofing, we’re always changing and improving and, even though we get the occasional complaint, we rarely get the same one twice.