As of today – we are still open for business. Here is what we currently have in place:
- Our Mandatory Safety policy went into effect March 12, 2020 (see below for your free copy)
- We also included our mandatory information package which was released March 12, 2020 (see below for your free copy)
At this time:
- All our service trucks are stocked with Lysol wipes, hand disinfectant, gloves, shoe covers, masks and full-face shields and all our technicians are being given extra time each day to clean and sterilize their tools after every service call.
- All our service technicians clean and wipe down areas where they touch things in customers’ homes to maintain a safer environment for them and our customers.
- We hired a full-time cleaner for our office who’s job is to disinfect everything that gets touched throughout the day (this may seem a bit extreme but we take safety seriously).
- Our office staff has been asking for the last week when people call:
- Has anyone in your home travelled in the last 14 days or been in touch with anyone who has travelled (we aren’t asking about where they have travelled too – it’s irrelevant, if they went on a plane they got exposed so that is what we are focused on).
- Does anyone in your home have cold-like symptoms
- Are there any elderly people in your home (over 75)
- If a customer says “yes” to any of these questions we offer to book the work in 14 days and have a follow-up questionnaire which will be mandatory the day before the work is scheduled – if their answers are again yes the appointment will be pushed forward again another 14 days. We will repeat this process as frequently as needed until it is no longer a threat.
- Customers are being called before site visits to assure the homeowner and people in the home are still healthy and no circumstances have changed.
- When our technician arrives they knock and take a step back (maintaining the minimum safe distancing requirement) – if the person answers the door sniffling, coughing, has red puffy nose or eyes, or they can hear anyone in the background coughing – our techs will leave portable heaters in the event of a no heat call and will let them know we will reschedule when everyone is better. They do NOT walk into homes where they perceive a threat of exposure.
- None of our employees have travelled abroad in the last month
- One person in our office has a young child who just got a cold on the weekend so she is now self-quarantined at home to avoid adding a cold to all the chaos.
- One spouse of our estimator is currently in Mexico – she will remain in Mexico until it is safe to fly again. When she does finally return our estimator will be taking the minimum 14 days off to self-quarantine with her upon her return.
- Our staff have been exceptionally careful to avoid crowded stores and going out in general as we have been following this issue extensively and starting planning for it back in January.
In other words, we are doing everything we can to keep our staff and our customers safe.
Some tasks can wait (we have cancelled unnecessary maintenance calls) but some people really do need us (no hot water, no heat, leaks causing water damage, etc.). We want to be there to help if we can provide it is safe to do so.
At this point, we will continue to monitor the situation and revise our policies as necessary. If at some point it becomes necessary to temporarily close our business – we will let everyone know. Phones and emails will continue to be answered during business hours and emergency phone call messages will be answered after hours.