We have outlined our procedure and timeline so our customers know what they can expect.
During the initial call to the office, we collect as much information as possible so that we can be prepared with the correct materials when we go out to do the estimate.
The estimator will then contact the customer and set an appointment. When we’re meeting with the customer, we listen to what the customer would like to have done. We then assess the amount of work to be done to reach the customers final goal. During the assessment, we look around and try to determine if there were any factors that can cause problems such as: poor down spout location, poor drainage issues causing a basement to leak or a retaining wall to fail, tree roots heaving the concrete, etc. When we do locate such problems, they are brought to the attention of the customer and then discussed.
We go back to the office to complete the estimate in our system and then e-mail it out. A follow up call is done the next day to make sure that the estimate was received.
Once we receive the acceptance of the estimate, in writing, confirming the work to be done; we put it on a list to schedule the date for the work to be done. Unfortunately, depending on how other jobs finish up, how current jobs are going, product availability, weather and other circumstances we are prevented from setting “hard dates”. We do however let our customers know what time frame we are looking at and do our best to give as much advanced notice as we can in scheduling their job.
Getting the Job Done Right
When it comes time to do the job; the estimator meets with the customer again and marks out the job. Then the crew and the estimator meet at the job site to go over the project so that everyone is on the same page. The crew then starts the job. If everything goes according to plan; the average job gets completed within a day or two.
We do not like to surprise the customer with an additional cost that he/she was not aware of. If there are any additional costs to be incurred by the customer, work stops and the customer is brought up to date and a solution is agreed on before work resumes.
When the job is completed; we meet with the customer to make sure everything is exactly what they wanted, then advise them on the best way to perform any needed maintenance.