What's New
Our New Structure:
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As of today, our company is structured to give priority to prevention over reaction. Our goal is to eliminate reactive service calls and reduce guest related calls by 40%!
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If you want proof, ask Mountain Time Cabin Rentals, they’ve been on our new program for over a year working closely with us to perfect the system. In 2023, we saved them 38% vs the previous year. The biggest difference has been the nearly complete elimination of after-hour service calls!
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We now have 4 divisions. Each division has its own pricing, structure, and technical ability. We have an “escalation” policy whereby a job that is reported as something simple turns out to be complicated will be moved to a new team who is trained specifically to that task. There is no more of this “duct tape it for now” ideology. The right team will be assigned to the right task to be faster and more effective than forcing someone to figure it out or “make it work”.
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The Primary divisions are as follows:
· QRT (Quick Response Team): Simple tasks, less than 2hrs. “In and out”.
· Restoration Department: Mid-range tasks, somewhat involved, less than 4 hours.
· Special Projects Department: Technical tasks that is estimated work.
· Grounds: Lawn care, etc.
Our Team:
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We have hired all new team members, a majority are U.S. veterans, all competent, all gung ho. Going forward our brand will be veteran oriented. We have become very popular not because of what we promise, but what we do. Our goal is to better serve by being organized, fast, efficient, and cost effective. That starts with our team, and we are seeking the best of the best.
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We have issued uniforms to all team members. When you see the “black and tan” uniformed person outside your door, you will see quality standing there. We are working on procuring vehicles with our badge and all team members will have a lanyard with a name badge on it.
Our Procedure:
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We have set up a form on our website to eliminate any miscommunications and is structured to set our technicians up for success. We will be releasing the official Home and Rental Maintenance app in March. So, you will soon be able to download the Home and Rental Maintenance app and track your jobs, send work requests, and settle your bills all from one place. This will be available from both the Apple and Google app stores.
An outline of our new procedure will remain the same:
Job Request > Verification > Price > Timeframe > Scheduling > Service > Follow up > Invoice.
We are committed to ensuring the client is informed of every step of the process. When we receive a request, it goes into an inbox dedicated to only job requests. This inbox is viewable by all office staff.
This will be followed up by contacting clients and verifying the request, giving an estimate of cost, time to complete, and schedule. Once this has been verified and approved, we move on to do the job.
On the job if there are any changes necessary, we will inform the client. If there are any change orders, we will require client approval for additional time and expense. After the job is complete the technician will sign off on the job.
The client will be followed up with and also receive an invoice with an attached report, this report will have all details pertinent to the job and any additional recommendations and suggestions.
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NOTE: A request is not a guarantee without approvals and a confirmed appointment. All jobs are subject to approval and upon initial inspection of the job by the trained professional. All departments will specialize in certain tasks and will have their own schedule, structure, and billing scale. Any abuse of this system by a client or technician will result in the cancellation of their agreement, fines, and possible legal action.
Our Value:
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We are redefining maintenance! Anyone with a hammer can call themselves a handyman. We are not handymen. We are highly trained Maintenance Technicians whose goal is to answer the phone, show up, and finish the job.
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We are officially the only registered Watkins Wellness Spas service company in East Tennessee. Meaning that we are your number one resource for hot tub repairs regardless of age or brand of spa.
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We are currently in the process of being volunteers in the Sevier County Fire and Safety Administration. We have been working closely with them for a very long time and they appreciate our involvement. We will not be part of their organization due to conflict of interest, but we are intimately knowledgeable in what they are looking for.
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We are working with the Department of the Interior to bring on more veterans and hiring people who are qualified and able to perform their job with the utmost propriety and professionalism.
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We are organized, using programs such as Housecall Pro and other supplementary programs for reports and scheduling. We have a company organization that reflects the urgency and need for our services and we take our job seriously.
Our Philosophy:
The core of our program is our “Maintenance Management Cycle”:
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By engineering a program that encapsulates all the complicated variables in property maintenance, we have simplified the process to five basic factors.
Preparation and prevention are key. There is no way around it. When you get in front of an issue before it becomes a problem everyone wins. This is why we are now presenting various inspection products. From a general walkthrough, monthly inspections, seasonal services, and more!
Our Products:
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Home and Rental Maintenance now offers all new products to help all owners regardless of property typed. As the name implies, we serve all Homes and Rentals. Whether that is the overnight rental market (STRUs), Long-term Homes, Leased Properties, Businesses, Apartments, and Residences!
Following our philosophy, we are out to prevent things from happening when and wherever it is possible. The reality is that no-one is perfect and not everything is guaranteed to be found, but a standard walkthrough of a property would be the same as taking your car to the shop regularly to get it checked out!
We are currently offering the following:
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· Walkthroughs
· Monthly Inspections
· Quarterly Services (Done seasonally)
· Annual Services
· Service Calls
· Approved Projects
· Grounds Services
· Hot Tub Repairs
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Our inspections are a two-part product. First part is the inspection itself done by trained inspectors whose full-time job is to look for all issues that are reportable. We use a proprietary 200+ point inspection and offer the owners the report and the estimate for the repairs on the same day. If the owner chooses to, we can schedule all work to be done in a timely manner and finish the work. Ideally the tech who does the inspection may also do the repairs as needed if their schedule allows and it is part of their skill set.
This process is intended to REPORT>REPAIR>REPLACE. Other items such as major repairs and other items are important and will be estimated and scheduled to the appropriate division or referred to a specific trade as needed and in accordance with code and law.
Our Terms Of Service:
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Our legal team has been writing a fair and balanced agreement for both parties regarding policies, procedures, rights, and responsibilities. This agreement will be an open agreement and will be terminable by either party at any time for any reason, notwithstanding any amount due.
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This agreement is our rules of engagement. This will allow us to outline directly and openly all circumstances regarding our business together. You should expect this document to be sent in March 2024 as well. The terms of service effectively will let you know what we will and will not do, how you should expect us to act, and how any challenges will be addressed.
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In the interim, we will keep the policies we have in place until you have had a chance to read the new terms of service and agree to it within the term limit given in accordance with Tennessee State law.