Quality and innovation starts with customer service, and customer service begins by listening.

Integrating a strong line of communication between you and the NOVA Team, a primary focus for NOVA and vital for successful execution.

Using communication, in both a personalized and electronic fashion, we move teams quickly into action. A circle of communication generated, relaying essential needs directly to the appropriate Specialist who gets the job done right quickly and efficiently.  Our Operations Manager and Project Manager are avaialbe to Stanislaus County 24 hours a day, 7 days a week.

Any unsatisfactory rating or customer complaints shall be corrected by responding with Excellence. In determining what went wrong we do not focus on who, but rather what went wrong and why. We evaluate training, equipment, chemicals, time, specifications, and quality. The whole system is analyzed; we understand quality does not improve by just telling someone to work harder or more conscientiously.

The responsible employee shall be informed and provided with detailed information as to the “what, where, how, and why” the service needs improvement. Their opinion is always asked for and evaluated in the process of correction.

1. The cause for the unsatisfactory service shall be determined
2. They will be trained on the best method to correct the unsatisfactory performance.
3. The service will be re-performed using this technique within 24 hours.

Additional inspections shall be conducted until the management is confident the services will consistently be performed with Excellence the first time around.