After days of worry on the rainy days that will flood my basement and the Hurricane Sandy is coming, WATERPROOF MASTERS has saved me and gave me nights of good sleep just before Sandy went landfall on Monday.
I have so much appreciation for this company, the management John and his partner/team (Cyril, Kalyn, David, Austin, Anthony, Josh and Lee) for the services they have provided. This company will be successful for the following reasons –
1. First contact – Kalyn with her very nice and gentle voice to speak to me, made an appointment for on-site inspection and estimation, and followed up with phone call to confirm address and location. Very professional customer service that gave me the impression a professional team is on the way.
2. First visit – John the business owner came to the on-site visit, very punctual and even 5 minutes earlier that waste me no time to wait and chase people down. The inspection is very detailed and his professional advice, such as the good quality of the concrete in the basement made me relief from my fear on further problem might have with the leaking crack. He has carefully inspected the interior and found out 2 other cracks, and then exterior another crack he suggested to waterproof to prevent future problem. First quotation has been prepared on the spot and price is reasonable and discount given without much bargaining.
3. Follow up email – John sent me thank you email with contacts for references that I did not ask for. Good work to show how confident this company his provided good services that customers were satisfactory.
4. Monitoring the situation – John has monitored the weather condition and proactively suggested alternative date, one date earlier (not later). Again having Kalyn, a very professional customer service representatives, left me a voice message for the suggestion.
5. The big work started – so the date is set, things are ready to go. The team arrived exactly at 9am as scheduled. We met and they all greeted me ‘Good Morning, Sir’. We had the discussion on my requirements and their plans – a good communication. By the way, they started the work even though I have not put down the deposit due to the schedule changed. John is very flexible and confident that customer will pay for the good works.
6. Team work – this group of young man really enjoyed the work. They worked hard (digging work is really hard and dirty) and they made fun of it. Austin even named the shovels with the movie Avengers hero such as Captain America. They see their tools are hero and friends for them. Work completed on schedule and the work were tidy and the work sites were restored to original scene.
7. Some follow up works – we need more gravel, some touch up work to do – to secure the insulation back to the wall (this work was not included but John agreed to do it as it was not discussed during the first visit). This last piece of work completed a week later as promised, no need for me to call and worry about I have paid full and this will be an undone work forever.
Waterproof Masters is a company I see that is run and managed with very good business philosophy –
1. Customer centric, make the things right first time (7 layers technology that is outlined in the quotation) with reasonable price.
2. Proactive interaction with customer and provide professional expertise and advices.
3. Flexible to accommodate the customer needs, think ahead to foresee problem and prepare the resolution.
4. Timeliness – never make the customer to wait and worry.
5. Take care of the staff – provide protective work uniform.
6. Good marketing strategy – provide good works and services, promote incentives to customers for giving referral to others for business.
Again, thanks for the great job done. Unfortunately I cannot put a rating of 11. The one point bonus is my appreciation for how you can deliver the good quality work under the uncontrolled (weather) and adverse situation. By the way, John is very responsive to my calls. I called other two companies and they either did not return my call, or just quoted me the price, which is higher, over the phone and was not willing to visit me for the inspection for more business.
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