Quality human resources and technology spells success for L.A. Hydro-Jet & Rooter Service

Dan also decided to do his best to keep his customer informed about the tech's progress, from the first phone call until he's presented the invoice upon completion of the job.

His office staff calls their customers to let them know when they're arriving. If there's a delay, they'll call again to reassure the customer that they will be taking care of his problem as quickly as possible.

If there's bad news, they get it to the customer quickly so he can decide what to do next. " Whenever a service tech finds an extra problem, such as a collapsed, broken, or offset pipe we immediately call the manager. We don't do any repairs because we're drain cleaners only. Our job is to locate the problem, identify it, and offer the best repair strategy."

"I believe a drain cleaning company that also repairs lines has a conflict of interest. Since we focus on cleaning, the serviceman's work is to clear the obstruction and get the line working."

If the line doesn't respond to hydrojetting measures, then Dan will send out a cameraman. " When our serviceman finds a problem we always send out a second serviceman. Sometimes, that man has more experience, more ability, or tries a different approach. At the least, he verifies the first man's findings."

On the other hand, a second effort often cures the problem. "He may try a different access point involving that sewer line or kitchen sink. I'd estimate that 95% of the time a second opinion solves the problem. The other 5% of the time he verifies the nature of the problem."

How do customers react to the second opinion? Dan replies, "Most of the time, the customer knows we're going for the extra mile. This builds confidence with the customer. A second opinion is extremely valuable. Since he so frequently cleans the line without a dig up, we're giving our customer added value."

NEXT PAGE >> | PAGE: 1 2 3 4 5 6