Taking Care of Our Customers: Maintenance, Warranties, and Real Relationships
Introduction
More Than Just a One-Time Job
WHY WE STAY CONNECTED WITH OUR CUSTOMERS
This week I've been running maintenance calls while fighting off a cold.
Nothing serious, just enough to keep me out of crawl spaces and focused on checking dehumidifiers and systems.
Yesterday, I wrapped up a call in Chattanooga and headed back to my truck.
Sitting in my cup holder was a jar of elderberry I didn't put there.
The customer had noticed on our phone call that I sounded off.
So she left me something to help.
That's the kind of relationships we've built over the years - not just business transactions, but real connections with people who care.
This is what happens when you treat customer care as more than just finishing a job and moving on to the next one.
Our Maintenance Program
A lot of people don't realize that crawl space encapsulation isn't a one-and-done deal. The systems we install - especially dehumidifiers - need regular check-ups to keep working right. That's why we offer maintenance calls to make sure everything stays in good shape.
This week alone, I've run about six maintenance visits. Replaced a frost sensor on one unit. Checked systems for customers who had their work done over a year ago. These aren't big jobs, but they matter. A small issue caught early saves you from a big problem down the road.
When we install a system in your crawl space, we're not disappearing after we collect payment. We're here to make sure it keeps working the way it should. That means answering calls, scheduling check-ups, and making sure your investment is protected.
Warranty Support That Actually Works
Here's something that happened this week that shows why staying connected matters. A new homeowner called because their dehumidifier wasn't working right. Turns out, I did the original installation for the previous owner about two years ago. But when the house sold, nobody passed along my contact information or the warranty details.
No problem. I reinstated the warranty and took care of the issue. Because our warranties aren't just paperwork - they're real commitments to stand behind our work. Even when ownership changes, even when information gets lost in a home sale, we're still here to help.
Most big companies make you jump through hoops for warranty work. With us, if we did the job and there's an issue, we'll take care of it. Simple as that.
The Elderberry Moment
So about that jar of elderberry. The customer in Chattanooga had her crawl space done about a year ago. Funny enough, I actually wrestled with her husband back at Soddy Daisy High School. Small world, right? Shout out to the Soddy Daisy wrestling team - we were killers back in the day. Well, they were. I wasn't great, but I loved the sport.
When I called to schedule her maintenance visit, she must have heard that I was under the weather. I didn't make a big deal about it - just doing my job, checking her system, making sure everything was working right. But when I got back to my truck, there it was. A jar of homemade elderberry sitting in my cup holder.
That's Miss Chadwick for you. That's the kind of people we work with. And honestly, that's what happens when you treat customers like people, not just ticket numbers.
Why We Stay Small and Personal
This is exactly why we've chosen to stay owner-operated. When you call Crawl Logic, you're not getting shuffled through a call center. You're talking to me, or to someone on my team who knows your name and your situation.
I remember Miss Chadwick. I remember the wrestling connection with her husband. I remember the specifics of jobs we did a year ago, two years ago. That's not something you get with big corporate companies where salespeople come and go, and your account is just a number in a system.
Staying small means I can personally handle maintenance calls. It means customers have my real cell phone number. It means when something needs attention, they're talking to the person who knows their crawl space inside and out.
What Makes Our Approach Different
Most big crawl space companies treat maintenance like an upsell opportunity. They want you on expensive annual contracts with fees that add up fast. Or they make it hard to get service unless you're buying something new.
We don't work that way. When you need a maintenance check, you call and we schedule it. No contracts, no pressure, just straightforward service. If something needs fixing, we fix it. If everything looks good, we tell you that too.
The goal isn't to squeeze more money out of every service call. The goal is to make sure the work we did keeps protecting your home. That's how you build trust over time.
The Real Value of Long-Term Relationships
After years of doing this work, I've learned something important. The best customers come from taking care of people right the first time. They call us when issues come up. They tell their neighbors about us. They trust us with their homes because we've earned it.
Those relationships work both ways. Like Miss Chadwick leaving elderberry in my truck. That's not just nice - it's what happens when you treat people with respect and care about more than just the transaction.
These connections matter. They're built on showing up, doing quality work, and staying available when customers need us. From Soddy Daisy to Chattanooga to Nashville, every relationship we build is based on that foundation.
Our Commitment to You
Whether your system was installed last month or three years ago, we're here when you need us. Maintenance calls, warranty issues, questions about your crawl space - just reach out. You'll get a real person who actually knows your situation.
Right now I'm fighting off this cold, but I'll be back to full-speed inspections in a day or two. Until then, maintenance calls keep rolling. Because taking care of our customers doesn't stop just because I'm under the weather.
Give us a call if your system needs attention or if you're due for a check-up. We'll make sure everything's working the way it should.
