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IRBIS Air Plumbing Electrical in 5 Useful Answers
>> And first of all, it starts with our employees and the technicians. Uh, they go through intensive training during onboarding. Um, and uh, we also do a, we go through many, uh, pre-screening processes to ensure that we hire healthy individuals, um, who have experience and they trained properly. So, and they, they background checked, um, uh, so, we are confident that they are good people to enter our clients' homes. Uh, then we have ongoing weekly trainings that include safety trainings and, uh, uh, skills enhancement to make sure, you know, that they do good job and they consistent with the quality of the service. And of course, we do have, uh, separate protocol the way how we work at the client's home. Whenever we arrive, uh, we have a form to fill out by the both technician and homeowner, uh, that confirms that the area is secured, that we have pets and kids away from the working area. Um, we get client signature, we do a walk-through, we explain the area where we will perform the work, um, to make sure that client is aware and the access is granted. Um, also, we do use, uh, safety ahem, uh, also, we use a lot of, uh, different materials like, uh, floor covers. We cover the walls. Um, our technicians, they equipped with, um, all necessary tools and, um, um, equip- uh, safety equipment like gloves and etc. And we document every process. We take pictures what was before during the process and after to make sure that we are also not being accused of pre-existing damage. And after the job is completed, we do have, um, job completion form that we fill out and we also have client signature on it confirming that the job was performed properly. We do not have any issues there. On top of that, we do have actively involved project managers. We do have field supervisor and senior technicians available if they have any emergency or if technicians need any assistant to ensure that we follow the process properly. Since I was a kid, I was always initiator of doing small entrepreneur things. I was, I was collecting like unused, you know, like we had glass bottles that after drinks that you can take and submit and make some money, you know. Then I was, I became a dancer. I was teaching classes. I was doing events. So, I always was very active to to do something, you know, and I always saw something new that I can bring to already existing processes. I was always full of different ideas. And, um, that's the reason I was able to move to United States because I was working on a on a startup. I had an idea that I wanted to, um, make it happen. And during that process, me and my friend we started this company. I clearly had the clear picture, uh, what's the the company that we want to build should look like and why it's way better than existing businesses around. Uh, I mean, that was the, uh, the the first reason, uh, it's because I, I see always a way to improve the process and bring way better quality of the process. Um, I think [clears throat] that that's the number one thing that inspired me to start this company. Uh, and eventually, um, continue working here. And, uh, I really enjoy when, you know, um, when you have an idea that other people didn't realize, it may seems unrealistic because it does it didn't happen yet, but when it happens and it works, it brings you a lot of, uh, kind of happiness to see that something that you were thinking about really worked out that and you you are kind of down-to-earth with your ideas. They're really working. It's not something, you know, out of nowhere. Um, and yeah, that's another thing that I really enjoy while doing this work. And I'll say one more thing is that, um, our company was able to bring homeowners amazing experience while doing a home improvement project. Usually dealing with contractors is a very stressful process. Us- No one is happy about that. You're going to have people coming in, uh, you know, going through all your home. Always contractors, they are missing like other technologies that other company use sometimes. Uh, no transparency, uh, like people usually complain whenever they work with contractor. That was one of the reason we started this company because we believe that it can be actually a good experience working with a contractor and we made it happen. So more than 90% satisfaction while working with us and we see people smiling. While other companies, you know, they have very different reviews and client experience. So that was one of one of the key reasons also why we started this particular company. I will always ask the very basic question. Why I need to choose you other than other companies? And if the company cannot provide specific reasons that actually makes them different, it means they they little bit, you know, if they say just quality, we have good quality, our clients are happy. I will not consider that as serious answer. We are company that can really differentiate, they can give you exact facts why they are different. The next thing I will ask how you treat your employees. What do you do for them? Because they are the people who's going to come in and make the work. And from from what I see other companies, they not really care about their employees. You know, the such things as benefits, how they handle them, what they do to keep their employees happy because if they have happy employees, they going to do great work. If they are not, they probably not be so excited to do work at your place. And the third I will ask what's the worst what's the worst cases you had with your clients and how did you approach them? Because everyone can provide good portfolio, beautiful pictures, but what was the ugly part of of your job and the way how you handle that. This is where a lot of you can find out a lot of hidden details about the company and you can see kind of their true face, who they are when they exactly deal with problematic and difficult cases. So, I'll focus on those three questions. >> Um, uh, number one, since we are we are mechanical engineers, we are technicians, is that, um, we do have very, um, in in intense and extensive, uh, steps to before we hire someone. Um, we we I think our company is the hardest to get a job at, uh, because of the very high standards that we, uh, keep our employees to. Um, and, uh, we are well known to have, uh, the best engineers, the best technicians out of the entire area. And if someone's, um, got terminated or they leave our company, they will easily find a job at other companies and they are usually welcomed. Um, we do have companies who have, uh, many of people who were unfortunately terminated. Uh, so, I mean and very often our employees, they find, uh, future career growth. So, that's one thing. Uh, second thing is that, um, one of our values is to provide outstanding customer service and experience. This is, uh, on this is one of our, um, main focus. And, um, uh, we did a lot in order to get to this point as I mentioned earlier, uh, to achieve, uh, more than nine more than 90% satisfaction with our clients. Um, that's another great thing about us. And, um, I would say another thing is that, um, we have we have the least amount negative reviews other than any other, uh, company in the similar size. Um, if you compare the ratio between five-star reviews and one-star reviews, uh, we have the least amount of one-star reviews than other companies. Um, this is something yeah we are proud of too. >> [clears throat] >> Um, so we were able to build premium, uh, premium premium quality service. We were we were able to build premium brand in home services. Uh, usually you may not expect that. I mean yeah you're a plumber, you're a plumber, right? But, um, when people see our when people see that their neighbor has our van, they usually say, "Oh wow, you had Urbis working with you." Um, so through, um, through through the outstanding service that we provide and how we position ourselves on the market, uh, we were able to position ourselves as premium quality brand. Uh, that's number one thing. Um, the second, um, Urbis means snow leopard, um, and, uh, we are the only company in home services who actually has social responsibility. So we support snow leopard preservation. Uh, this may go to previous what people want want about you. We may move that this part, but or we can duplicate. So, in San Francisco Zoo, there is there are two snow leopards and we support them. San Francisco Zoo breeding snow leopards since 1960s. So, we recently joined to support snow leopard preservation over there. Um, and, um, Yeah, and number three, why are we are different? Um, Probably again, the way how we treat our employees. I think we are, uh, the amount of resources, time, uh, we invest in our employees to keep them, um, happy and to keep them engaged with their career growth. I think we are the most active other than any other companies. Um, you know, they have, uh, frequent vacations to like, uh, Hawaii, Fiji. Uh, they travel a lot. Um, they attend conferences. Uh, they have, uh, direct trainings with the factory representative from the factories. Um, our office usually is number one place where all emerging technologies be presented. Uh, whenever, for example, SPAN smart electrical panel, um, new model comes up, they arrive here and show it to us first. Uh, whenever Carrier comes up with the new, um, heat pump model, uh, we are the first here in San Jose to see this model in life. And, um, our technicians are, um, and all our employees are very, very technologically advanced, which makes us very different from other, uh, home services contractors, who are I mean, mostly, you know, all this time equipment was mostly mechanical, right? You just install, you brace, maybe you wire. Now the equipment is way more complicated. You have sensors, you have seven control boards, you have Wi-Fi connection, you have memory card, you have software updates, you have you need to make sure that all these things communicate to each other and we are in in front of that. >>