HI again Jess,
We recently have been dealing with other companies for work on our house and the other day while waiting for 2 days for someone to return my call, my thoughts turned to Ridgeback and specifically you Jessica. Every time I contacted you by email or phone you got back to me so very promptly. You have spoiled me for dealing with other companies!! Now I expect your level of customer service and sadly it is not often there. Calling or emailing someone with questions (that may seem small or insignificant to someone else but feel important to the customer ,while while under stressful conditions) and waiting and waiting to hear anything back is very frustrating. About two weeks ago I sent an email to someone that was doing work for us and I am still waiting for a reply! I did not experience that with Ridgeback at all.
I think back to my first contact with Ridgeback when I wrote an email to just inquire about your business. I think I heard back from you within about 10 minutes by email and there was always a phone message letting me know you sent an email. That spoke volumes to me. Already you were making the customer feel important and worth the time. When you sent out the profile and picture of the representative (Jared) that was going to come to our house , which included his experience, skills, background, hobbies etc., we knew that we were truly dealing with a company that stood above the rest. Jared was terrific. Not only did he give us lots of time to ask questions but he asked us some very pertinent questions as well which we appreciated. He was here for at least 1.5-2 hours. Taking that amount of time, once again, made us feel like customer service was important and that he took the situation seriously and wanted to help us resolve the water issues we had. To sum it up, he was extremely pleasant, thorough and knowledgeable and we felt very confident in the plan he came up with. Without a doubt, after his visit, we knew we were going with Ridgeback. Jared promptly sent us a very detailed estimate which included all aspects of the proposed work and the costs of the work broken down (as I had requested). It was very complete. I am someone that asks a lot of questions and it was no exception with Jared. Everytime I contacted him (and it was more than a couple times..lol) I would hear back promptly with my queries addressed perfectly. I have found with other companies it often takes a few communications to get the information you really want or need and you end up waiting and waiting.
Kris, Nathan and Leo were all excellent! As we often said during the week or so Ridgeback was working for us, it is not only the quality work they do that we appreciated but also the ‘small things’. For instance, when the guys first came to the house, they introduced themselves. It may seem like a small thing to some people but rarely do we experience someone coming to do work who actually does that. It showed professionalism as well as simply being polite. It was certainly appreciated. They are extremely hard workers and rarely ever took a break! They were always so pleasant and friendly. One day in particular stands out. Leo was in our basement jackhammering for approx. 7 hours (he hit serious bedrock) and Nathan was outside digging in the pouring rain for house and hours. Despite the rotten day they were having, every time I saw them they were still smiling and friendly as always. Not matter what they might have been feeling they sure didn’t pass on any negativity to the customer. Even when running into setbacks or difficulties they were calm and assured us that the job would get done no matter what it took and not to worry. Ridgeback is lucky to have such employees!
It certainly appeared that Ridgeback and its employees are organized and efficient. As well, they seem to communicate with each other which may sound like an obvious thing to do but, I don’t believe it is with all companies. We have often experienced work being done in our home where you can easily tell that there hasn’t been the proper communication between everyone. Those small things matter and it can have a negative effect on the work being done. This was not the case with Ridgeback. Everyone involved seemed to be on the same page and knew what was happening and when. I felt I could ask questions to anyone and get the same answer. Having recently experienced the opposite of that, it can be frustrating indeed!
When the job was all done, Kris, the Production manager, took the time to come and make sure everything was done to his standards and that we were happy. We were so impressed with that as we were with so many aspects with Ridgeback. Kris is excellent at his job!!! all aspects of it.
We have never worked with a company that truly exhibits this level of customer service. it is obvious that customer service is truly a priority for them and it shows to the customer.
We take great pleasure in spreading the word of our experience and will continue to endorse Ridgeback.
Thanks for an excellent job and experience! and….best of all…..no water in our basement.
Adrienne & Tom of Williamswood, NS