How our clients feel about the HomeCare Program

Here are some comments showing that we've been doing a good job. These are unsolicited comments customers wrote on our HPS Report Cards:

* Both very courteous and energetic.
* Thanks for coming right away.
* Best service call yet.
* The greater detail in your checklist report is excellent. More and better communication.
* Careful and polite.
* Just a note to thank you again for the fast service last week on our furnace! Same high marks.
* This visit went very well. And the new screen door looks wonderful!.
* Thank you for the good work.
* Prompt and neat as always!
* Great service!


Customer Interviews
Here are excerpts from extensive interviews with several clients after they had been HPS customers for at least a year:
 
Q: When you signed up for Home Preservation Services, what attracted you most about the service?
 
    Dina C said:
Probably your maintenance program; the quarterly program where you just come out every quarter and take care of what needed to be done for that particular upcoming season.
 
    Mary H said:
Well, let me back this up just a little bit. Steve remodeled my house in 1989/90 And during the course of that, we talked about different problems that come up. I said now that I'm getting the house going here, what I really need is somebody to maintain it because my husband travels a great deal, and even if he didn't travel, he doesn't know that much about taking care of things around the house.
 
    Craig J said:
I invested a lot of time and money building my new house, I wanted to protect my investment, and a friend referred me to HPS. I knew HPS would do an excellent job taking care of my house - their service people are well trained, and even insist on putting on paper booties before coming into my house!
 
    Carol S said:
When we first signed up for it? Initially, Steve came out the first time and went through the house and checked everything. Then he put together a binder with very complete information about the house and what needed to be taken care of. I was impressed with Steve and I was impressed with the binder that he put together.
 
    Julie N said:
I think it was just the regular attention to the house, that consistently things would be done as they needed to be done throughout the year.
 
    Rosalee D said:
Well I think to just get a general, overall view of my property, what kind of condition it was in.
 
    Mardell W said:
Steve Spratt seemed so ... he's certainly not a high-powered sales person. He was convincing, I don't mean that. I didn't feel pressured. When I said I would like to take a few days to think about it, that was fine. He didn't tell me that there was a special offer and if I didn't hurry up and do it within the next 4 hours, that sort of thing. I was pleased by that. Then, the very first contact I had, the man who came and went over the house from top to bottom about what had to be done, what should be done over a period of time, what would be an improvement, that sort of thing; was one of the nicest people I have ever met. I just trusted him. I have to admit that I have had some bad experiences with appliance repairman. The people who came and started to put siding on my house that I had never ordered. I have really had some very weird experiences and I have heard all the stories. I am a widow and I'm 72. People do tend to treat you very patronizingly and also they have this kind of irritating attitude as if you were a complete "no-brainer" to begin with and had gone off since then.
 
    Cathy W said:
I had just bought a house and just sold a house before that. I had just gone through that whole process of fixing and getting the house ready for sale. I had to fix a lot of things that hadn't been attended to for a while. I didn't want to have to do that again. I wanted to stay on top of it this time. This seemed like a relatively easy way to do that. That was probably the thing that attracted me most.
 
 
Q: As time went on and you got to know us better, what was the thing you liked most about the service?
 
    Geoffrey M said:
In the Moore household, "Home Preservation Services" could easily be renamed "Marriage Preservation Service" because it makes me a hero, and all I have to do is write a check. Seriously, all the things that you know you are supposed to do to be a good homeowner but that somehow you never quite get around to doing, that entire 'Honey-do' jar, you get to hand off to these folks, and they just take care of it. This is my favorite bill to pay.
 
    Dina C said:
The dependability and the quality of work. As time went on, I got to feel that I could trust their judgment in what needed to be done. If there was something that they say that needed to be replaced, I had no questions. I trusted their judgment. I think part of it, too, was the employees that came out each quarter were the same ones. There got to be a relationship made. That's part of it. In the last one, it was a new group that came out. Although I had no questions, they were very professional. Still, by then, I had trusted the pattern of how they worked. That was not a problem. Initially, the first two visits or three visits, because it was the same people, and I had already seen them three months prior, there was just more of a comfort zone. I'm home, but I don't follow them around. As they're working throughout my house, there's just a level of comfort and trust.
 
    Dave H said:
With HPS, I simply don't have to worry at all about the maintenance of my house. It's absolutely wonderful.
 
    Mary H said:
But in general, or if I'm out of town or my husband's out of town, and something critical happens, one Sunday the hose burst to my washing machine and literally there was three inches of water in my laundry room. And my hardwood floor goes right up to the laundry room floor. And so it was really important that I had all these sopping wet towels because I soaked up the water. I had to get the washer working again to clean the towels or they would have molded. And they came out within 45 minutes.
 
    Julie N said:
I liked the people I dealt with. I liked the fact that things got done promptly and on the schedule that they said they would. They showed up when they said they would and they would finish.
 
    Rosalee D said:
Well, I'm by myself, and it's kind of a reassurance for me to have, know you the quarterly care if you will. And they were always pretty good about checking things and telling me what needed to be done, etc.
 
    Carol S said:
Well, it's great that I don't have to think about these things, that they come four times a year and just take care of things.
 
    Mardell W said:
That's such a nice way to put it. I have lived in this house a long time and I care about it. I would prefer to stay here. I think they are going to make that more possible. I feel better about the wiring, which they redid. I like--having been a do-it-yourselfer all my life--I simply love having those large young men bustling around here doing things that I don't want to do any more or I don't know that I should do.
 
    Cathy W said:
It's predictability; not have to schedule special things at special times. Not having to arrange things. I also did not have to find people to do various tasks. If there were extra little things that needed to be done. I could make one phone call and know that someone would end up being able to do it.