Drainworks reaches new benchmark of 111 consumer reviews

I'd like to single out Drainworks as they are an exemplar in how they use the HomeStars consumer forum to interact with their customers, and demonstrate (in an open medium) their point of difference. Getting into the conversation on the net is smart marketing and they 'get it'. Drainworks has a reason to jump in, as based on customer feedback they are always on time, on quote and offer creative approaches to solving emergencies (that can be stressful and costly). Consumers are contributing very helpful perspectives on this company - some are extremely detailed on the difficult problems they encountered and how it was solved. A couple of homeowners mention how Drainworks identified work that may be covered by the city. The company actually helped them prepare the paperwork to get a rebate. Now that's service.

Normally we don't focus on one company on our blog but this is an extreme case of someone who understands that reputation is built over time and honesty, trust and reliability can't be taken for granted by homeowners. Especially when someone is digging up your yard.

Terry Cord, the president, is actively involved in what's going on in the field, even though he has many trucks and up to 40 technicians out at any given time. And with each review published, both good and bad, he responds to every single one himself. This is someone that takes word of mouth seriously.

My favorite post is from someone who had a problem and months later called Drainworks to come back and fix it.

'Drainworks installed two new outdoor faucets a few months ago. ... I went to winterize the faucets and found that one of them had been installed wrong. ...I called Drainworks and they had somebody to my home within hours to fix it and they could not be more apologetic. Mistakes can happen to anybody but what sets great businesses apart from all their competitors is how they deal with problems months after the sale. Drainworks proved that they are really a great company.'

Not all the reviews are 10 star, and that's again what sets Terry apart. His very first review was a 2 star and Terry was really upset the complaint hadn't reached him first. HomeStars verified the review and Terry accepted that sometimes people aren't happy and won't tell you. So he wrote his first response. That was 16 months, and 110 posts ago.

HomeStars is coming out shortly with a Top Rated Companies list in our developed cities based on your opinions, and how helpful others found your reviews. Drainworks will undoubtedly make the list as they not only have reached an empirical level of high ratings with Toronto area homeowers, but their reviews are recent and as good today as they were a year ago.

Thanks to all 111 homeowners who took the time to provide everyone with these insights. And keep up the good work Drainworks!

Labels: Drainworks, exemplary, managing feedback, respond to reviews, top rated

Posted by Nancy Peterson
0 comments | Permanent Link