Our business is basements, our foundation is people

By Kimberley Falk

Mention a leaking basement, and most homeowners will cringe. Water intrusion is damaging and stressful, disrupting lives and posing a potential risk to a home’s most crucial systems. For those seeking relief, the answer is often found in the expertise of an experienced basement repair company that can address the root problem, not just the symptoms.

DryBasements.com Ltd. understands this well. With over three decades of experience in the waterproofing industry, they’ve cultivated a reputation for reliability and customer-centric service. While their skills in basement repairs are undeniable, DryBasements.com believes their true strength lies in the emphasis they put on their people, from their clients to their skilled team.

“A company is only as good as its worst installer,” declares Josh Horst, Operations Manager at DryBasements.com. “We strive to make sure everyone is well trained in the repair work they are doing.” The company invests heavily in staff training, recognizing that consistency in quality comes from ensuring all team members have the required knowledge base and a meticulous approach to their work.

The focus on people and relationships is evident from the first point of contact for most clients. Tamara Bolderson, who works in the office at DryBasements.com, describes the approach: “I try to empathize with our clients. It’s not fun having your basement leak. I like to show them that I care and reassure them that our team will work hard to find a solution.” It’s this understanding of a caller’s potential stress and a willingness to take the time to listen that starts to build the sense of trust DryBasements.com cherishes.

Wendy Lower, receptionist, explains: “During heavy rains or snowmelt, many of the people calling are very stressed, upset, or in a panic as their basement is flooding. I try to stay calm while they are not.” Like Tamara, Wendy’s goal is to make the homeowner feel heard and understood, a crucial ingredient in the customer experience DryBasements.com wants to foster.

Rob O’Donnell, an estimator with DryBasements.com, understands the importance of clear communication and building trust with homeowners. “My main goal is making sure the client understands the reason behind the water intrusion and the best way to repair it.” He uses detailed literature and visuals during assessments and welcomes questions to ensure homeowners fully grasp the proposed solution.

O’Donnell’s approach highlights his belief in empowering homeowners with knowledge. “We want clients to feel confident in the decisions they make about their basement,” he explains. “We want them to understand not only the repair process but why we’re recommending it. That transparency is key.”

“Providing individual solutions while providing a consistent standard of quality is one of the toughest challenges we face,” admits Horst. To navigate this challenge, the company fields a diverse team of skilled individuals. “Our estimators are highly trained with years of experience in related fields,” he notes, going on to explain that this depth of experience allows estimators to thoroughly assess a homeowner’s unique basement, investigate the source of the problem, and ultimately offer the most appropriate solution tailored to their circumstances.

This philosophy of tailoring solutions extends beyond the initial site evaluation and into the implementation phase. As Horst explains, “Every single job that is sold is gone over by Jeff [Brown, owner] and myself to ensure that it is the right fix for the problem.”  Taking this extra step allows the team to catch potential issues that may call for additional work, helping ensure a lasting result for the homeowner. DryBasements.com views this emphasis on getting it right the first time as a mark of respect for their clients.

The people-centric core of the company philosophy is evident in their approach to working with customers. Wendy Lower explains how even after the initial estimate and repair are agreed upon, she will call the client and meticulously review the scope of work. Homeowners are given a chance to ask further questions and confirm there are no surprises when the crew arrives on-site.

“We are a fairly small company with under 10 people in the office,” Lower notes. “This makes for a more closely knit relationship with each other, trust in each other’s capabilities to help one another.” However, the value of a small team doesn’t just impact internal dynamics. She sees the benefits for their customers as well: “Everyone here works together to create a positive experience for each customer we serve. Having the same goals in mind makes this a great environment to work in.”

The company culture extends beyond the office staff. Installers are carefully trained and adhere to industry best practices and building regulations. “We have different crews that specialize in different jobs, ensuring a quality repair every time,” Horst proudly states.  This specialization and emphasis on training reflects the importance DryBasements.com places on doing the job correctly, not just quickly.

This Content is made possible by our Sponsor; it is not written by and does not reflect the views of the editorial staff.

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