Exceptional Service Experience with Micah's Heroes Irrigation and Lawn Care, South Austin…read more
A December 23rd Holiday Irrigation Crisis
Two days before Christmas, I encountered a serious problem with my irrigation system--it became stuck and continued running even after I turned off the irrigation panel. This wasn't the first time this issue had occurred. Unfortunately, I was unable to shut off the system as the waterline valves were too difficult for me to turn.
Initial Attempts to Resolve the Issue
My first step was to contact my usual irrigation service providers, but I discovered they had closed on December 23rd. As someone who previously ran a tutoring business for over 18 years, I found this surprising. I would never consider closing my business on December 23rd or on Christmas Eve, as I was dedicated to serving students and parents--many relied on the opportunity to 'catch up' during the holidays or needed a safe place for their children while they took care of holiday preparations. Reliable service was essential to my clients and business.
Secondly, I was amazed at their replies, being a customer of theirs, 'sorry we can't help you'.
The Urgency of the Situation
This was not a trivial problem--my irrigation system was stuck 'on', resulting in running water that I couldn't shut off, in the middle of a Texas drought. The high cost of water in this area makes this type of issue particularly alarming for any homeowner.
Contacting Heroes Lawn Care
Out of options, I called Heroes Lawn Care and spoke directly with an owner, Ray, who did not service my area, but tried to patiently walked me through the valve process again over the phone. Despite his guidance, I still couldn't manage to turn off the valves.
Ray went above and beyond by reaching out to Micah, the franchise owner who serviced my area, and explained my predicament. Soon after, Micah called me to address the problem.
Micah's entire team of service techs were employed until the end of the day. But he said he'd come out and turn off the system for me. And he did. He then did a thorough check of the irrigation lines and assessed several issues (one, no backflow system had been installed).
He then provided me with a fairly quick service appointment for the following Monday, early morning, to get all the issues fixed, one being that this isn't the first time the water got stuck to 'on'. The crisis was over, but the service to fix it was still treated like an urgent matter.
The fact that he responded to my emergency over the holidays when I was not an existing customer, that other irrigation businesses used as a reason to not help during holiday periods or they're too busy to help, was surprising in today's market. Truly, he understands that a non-customer soon becomes a loyal customer with the service that he demonstrated.
Outstanding Customer Service
What stood out most was Micah's commitment to customer care. Unlike other service companies that were closed and unable to help, Heroes Lawn Care was open, and they offer 24/7 service--even during the holidays. While other companies were unconcerned with their customers' emergencies, Micah's willingness to assist was truly remarkable.
When the owner of a business shows up because his teams are out on other jobs, it demonstrates their business acumen (not just another shingle 'open for business' and no background in the service). Further it exhibits that they are serious about the services they provide.
Micah concern to help me despite not being obligated to do so, speaks volumes about his dedication to his work, customers and future customers.
And that he wasn't going to charge me for the service call was a nice gesture, though I insisted to pay, as he spent an hour or so at my property. Just that offer, says volumes about this owner.
A Heartfelt Recommendation
I am incredibly grateful to Micah for helping me resolve a difficult irrigation issue during a critical time. If you are seeking a service provider who genuinely cares and is willing to assist and knows their business, Micah, Heroes Lawn Care is the one to call for South Austin. You can expect outstanding customer care and dedication from them.