Andrei believes that reputation is a credit to a lot of factors, including all the factors already mentioned. However, he believes the final step of their process plays an especially significant role in why SONA is so well regarded. That last step is ‘warranty and support.’ “Warranty is a big thing on my books,” he explains. “It’s not a liability for us. It’s not an expense. It’s an investment. That’s how I look at the warranty.” “Every time when our clients send us an email with a request, we open up a ticket,” he says. “It’s our promise to them that we act within two business days on all requests that they have. So we send a manager to deal with the ticket, sort out the problem, and help the client.” And though being RenoMark accredited renovator they only have to offer a one-year warranty, SOSNA offers a two-year warranty on all homes. “We decided to double it up,” Andrei says. And even though they offer a two-year warranty, he says “I am happy when somebody calls us five years later, or 10 years later, because that gives us opportunity to again show them how great we are and what a smart choice they made when they hired us.” “It’s selfish in a way, because I want my clients to refer us to their colleagues, friends, and family,” he explains. “When we show them how great we are, that incentivizes them to do that.” As an example of that happening, Andrei cites a master bathroom they renovated for a retired couple in Markham, pre-COVID. THE CONSTRUCTION SOURCE CANADA
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