Language Barrier Does Not Keep SERVPRO from Water Damage Help

3/2/2016 (Permalink)

When it comes to our customer service, we do everything in our power to make sure you get the best service possible. We understand that sometimes this will come with complications. One complication that we sometimes see is a language barrier. Though just about our entire team is bilingual, we certainly do not speak every language out there. However, when we come across a barrier like this, we know how to conquer it. We work closely with the customer to make sure they have everything they need, even if it means taking our time to understand exactly what the customer wants.

A Yorba Linda homeowner called our call center recently looking for help with a water leak in her dining room. She had noticed that the wall was getting soggy and water had started to flood the floors, so she knew she needed help. She’d had a plumber come out and he’d given her the number of SERVPRO’s main call center. When they decided that we were the closest SERVPRO, they transferred the call to us. 

We figured out quickly that the language barrier could be a potential problem if we did not figure something out. For that, we found that email actually worked really well as a means of communication between us and the client. With this in mind, our Project Manager, Cesar Arcila, went to the home to perform the inspection. He found that the dining room, family room, kitchen and living room were all completely flooded. He knew it was a job for SERVPRO of Yorba Linda/Brea.

He called our technicians and Crew Chief out to the home to start the work. First thing we did was remove and relocate some of the furniture to other parts of the house so we could work quickly in those rooms. From there, we ended up going in and removing all the flooring in all the rooms, but thankfully we were able to save the entirety of the drywall.

The homeowner was thrilled with our work. Though understandably upset that the flooring had to be removed, she knew choosing SERVPRO of Yorba Linda/Brea was the best choice she could have made. She told us we would be her first choice next time she had any water damage!