The most critical ingredient in good customer service is understanding two things:
- where the client is,
- where they want to be.
In order to understand both of the above things, we have to hear it from you. Here at Team Engineering we are focused on understanding your issue, in your own words. Furthermore, we want to hear where you want to be. The easy part is the engineering that connects those two locations in the straightest possible line.
Here at Team Engineering we see a lot of the same building issues over and over again. What is unique in every case is what the client’s expectation is and, in many cases, what service they need from us. We ask questions to understand #1 and #2 above so that we can effectively create a report or a design that they can leverage to get to their destination. Below is an example.
Client #1 has a rental with a crack in the foundation. The local housing authority recently performed a regular inspection and identified this as an issue. Now the housing authority is withholding rent and our client is losing money. No problem for Team Engineering. We performed a site inspection, created a report, and communicated with the local authorities. The problem is funding being suspended and cashflow being interrupted. We get it. Our swift intervention got the property cash flowing again and repairs are underway.
Client #2 is selling their house and a crack is identified in the foundation, and the sale is in peril. Not a problem for Team Engineering. We performed a site inspection, created a repair scenario and communicated with both parties (seller’s agent and buyer’s agent). The problem is the real estate deal falling apart. We get it. Our swift intervention saved the deal and repairs are underway.
Client #3 has a home they have been living in for many years. They noticed a crack in their foundation and water is leaking through it. They are concerned that the crack represents a significant concern and they might be subject to expensive repairs. We get it. We performed a site inspection, created a design concept for repairs. The problem is that the asset they cherish has a deficiency and they are scared. We get it. Our swift intervention guided them to meeting with a few contractors who specialize in foundation issues and for approximately $3,000 the crack is repaired with a lifetime transferable warranty.
Team Engineering professionals are trained to “Get it”. If you would like to work with an engineer who will listen to you, call us, we are here to help.