We realize that we’re not perfect and things do happen occasionally during the course of our work. If there’s anything that our team/organization needs to take responsibility for, we try our hardest to create a resolution as quickly as possible. Here are some of the mistakes we’ve made at Wisler Plumbing and Air and what we did to fix them.
There was one job we did incorrectly that resulted in water damage in the client’s basement. Unfortunately, it resulted in damage to some flooring and other items in the home. When we found out what happened, we went to the home as quickly as possible. We stayed there all evening and night, cleaning up the mess and trying to get the home put back together because the client was expecting guests. (I think it took about 3 days total for us to complete what would have regularly taken 10-20 days.) In this kind of situation, we do what we can to minimize the pain the client has to endure because that’s very important to us.
Another situation that comes to mind was when we misdiagnosed a problem and gave the client the option to repair a faucet. When we give a recommendation that doesn’t fix the actual issue (like in this situation), I would normally refund whatever we charged simply because I don’t have any desire to charge for something that has no value to the client. Aside from giving a refund, we didn’t introduce any service fees or other additional charges. We made an accurate diagnosis and moved forward with a replacement of the faucet. The bottom line is, we want to make sure that nobody has to pay us twice because the situation was not resolved initially.
The last story that comes to mind was when we had an elderly lady who bought a shower with a slightly different design from her old one. The curb was higher than what she was used to, and even though it wasn’t a handicapped/accessibility issue, she still had to step higher than she was comfortable. In this situation, we actually went back and tore out the shower we installed. Then we put a new shower back in to closely match the shower she was used to, at no charge to her.
When we make mistakes, we take responsibility, step up as quickly as possible, and create a resolution at minimal cost and damage to our customer. If you want to work with a team that stands behind their work and does everything we can to make you happy, reach out to us today. Contact us online or give us a call at 540-483-9382.
