In exchange for this maximum effort, we respectfully request the following "Contractor Bill of Rights":
All of our personnel, from the person just getting out of trade school to our seasoned trades-persons to our support staff and the company president himself, will strive to earn your respect, and, in turn, we expect our customer to respect our people.
Our people work together to exceed your needs, and if one of our people can't solve an issue, they will get someone who can. Our synergy is our strength.
Open and Direct Communication
We expect that our personnel will be given a clear description of the trouble call from a person knowledgeable in the building operation. Our most successful customers designate a representative to communicate the expectation and standard for the task at hand. Typical titles of these persons are Facility Manager, Plant Engineer or Contract Administrator, and direct communication with these professionals normally results in high efficiency.
Fair Issue Resolution
We know that things do not always go as planned despite the best of intentions. We value our reputation; it has been the lifeblood of our success and growth for the past several years. If at any time you have an issue with our performance, we expect that you will give us the chance to make it right for you.
- Question about an invoice? - let us review it and see what we can do.
- Question about a repair that does not seem quite right? - talk to your service technician, account manager or our service dispatcher - we will let you know what we find.
- Question about the status of your equipment maintenance schedule? We will get you the report you want.
BOTTOM LINE - The only person in the company who is allowed to say no to a customer's issue resolution request is the President herself. If at any time a client feels that their issue has not been resolved properly, the president of the company, Tracy Audet, will be available for the final review.