Last week, when temperatures were in the double digits below zero, I was contacted by a client I recently helped buy a home. They had outgrown their 'old' home so I helped her sell it and buy a stately historic 'new' home. She said she had wanted to share how happy they are with it…and then woke up to a temperature of 42 degrees and a shut down furnace!
Of course she wasn't the only one having problems on the coldest day in many years, but it was surprising because the furnace is only 2 years old. When repairmen finally arrived that afternoon she was stunned to learn that the furnace had not been properly installed. She asked, "why wasn't this discovered during the inspection?" A logical question, so I contacted Structure Tech.
This is where it gets into "exceeding expectations". I think the mark of exceptional service shows most when things go wrong. They immediately asked if they could come out and take a look at it…if it was something they shouldn't have missed they wanted to take care of it. His report was that the furnace was improperly installed…but that was only learned by reading the installation manual, which isn't usually part of an inspection. Nevertheless, he said he would work things out to take care of it between them and the installer.
Furthermore, they are changing their standards going forward…in Structure Tech's own words…
Reading through the installation manual on a furnace is something that most inspectors don’t do and something that we never used to do, but something that we’ll always be doing in the future. We could say that going through an installation manual is beyond the scope of our inspection, as this exceeds any kind of national standards, but I’d rather increase the scope of our inspections to include this.
This is why I love working with them…they are exceeding standards to provide the best service. My mission statement also includes working to exceed expectations…and I am proud to associate with other professionals who do the same.
My mission is to serve my clients with honesty and integrity, exceeding their expectations in service and support…and to help others by donating a portion of every transaction to Habitat for Humanity.
By the way, in case you're wondering about the photo in this post, I took it when visiting my cousin on my trip to NYC a couple weeks ago. Their son had hand-screened the t-shirt to give as a Christmas present and I was struck enough by it to take a picture…never thinking at the time I would use it in a post!
