Our warranty means we stand behind our work. Our warranty doesn’t mean we have always been perfect. Through the many years we have been in business, we have made some human errors. We have learned some lessons from those mistakes, and we grow every day. If you have a minute to spare, I’ll tell a few stories.
Several years ago, we took on a drainage job. Our potential client already had an estimate from a competitor for $2,000 higher than our estimate. Same problem, same measurements with a different execution. We tried to do the job at a lesser cost for the client, and it failed miserably. It tanked, and it couldn’t have come at a worse time.
We were dealing with finding laborers and took the job out of desperation. The company was struggling financially, and I was broken mentally. It was a terrible combination for the client and our business. The outcome? We went back to the project and pulled it all out and started over. We had to have a hard conversation. though, because the client wanted the better execution at the lower price. So, we met in the middle. The company lost time, we lost labor, and we lost materials, but we GAINED experience, and you can’t put a price tag on a hard lesson learned.
A few years ago, we started a big pond job. We installed an ecosystem pond for a client. It was one of the biggest we had done without collaborating with other professionals. We hit the ground running and nailed it. It was beautiful, and our team did an amazing job! The only problem was leaks. This thing started leaking 2 days after we finished.
We immediately went back to see what was going on. We found about 3 leaks in 15 minutes. The reason? The stone we used was angular, and some of the edges had pushed holes into the pond liner. We were heartbroken. We immediately started searching deeper and deeper and felt confident that there would be more leaks.
So, we pulled the whole pond apart and ordered a brand new liner. See, we knew the original liner was too compromised and patching it just wouldn’t be good enough. At a material cost of $3,585 and countless labor hours, we started over. We rebuilt it bigger and better and stronger, and it’s running just fine now. Lesson learned at a cost of about $10k, but we owned it. We made it right.
You see, we don’t claim to know it all. We know there will be factors. We know there will be mistakes. We want these to be few and far between. Part of owning a business is fixing problems, and we fix them. Our commitment means more than a piece of paper. Our promise to our clients is to make sure they are happy. Our promise is to make it right, and we always do.