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

This strategy has helped L.A. Hydro-Jetting Services keep every customer it has acquired. "We've yet to lose our first customer," Dan emphasizes. Instead, his customers are the best source for referrals.

He then talked about jetting versus rooting. "Most of the time jetting is the most efficient way to clear a commercial line, unless tree roots are involved. When there are trees on the street or on the property, roots can be a problem. But most of the problems we handle for hotels, high rises, and hospitals for grease backup. Jetting does a better job than with a solid line which just pokes a hole in the grease, opening the line only temporarily.

"Without hydrojetting, we scour the full diameter of pipe, breaking off the buildup and flushing it to the sewer. We get the line opened to the original bore. With 4,000 psi and 16-18 gpm we can clean a 100-foot line in 20-30 minutes."

Dan adds that billings are based on a minimum of two hours. This ensures that the tech takes the time to make sure he's done the job thoroughly. Another assurance for thoroughness is that each tech is on commission. "The commission benefits both the customer and the company. Our philosophy is to get in, get out, and get on to the next customer. We offer quality service, quick service and at a fair price."

"Frankly, this helps our techs avoid the temptation to sell-up, to turn a floor drain, or kitchen sink into all kinds of problems."

Dan Baldwin emphasizes that the customer retention comes through quality service and truth in service. "They call us because we are going to give them quality service. If we can't fix it, we give them quality advice on where to go get it solved. We have a reputation for fixing clogged drains where other companies haven't. We have the technology, the equipment, and the expertise to do a quality work."

Dan then emphasizes, "It is much harder to get a new customer than to take care of an old one. We work to retain present customers by the quality of our service from the service call to the conclusion of the visit."

Part of L.A. Hydro-Jetting's success has been the quality of crew members. Dan reports that some of those who work with him came from the company he used to work for. "When I was ready to hire a rooter, I knew one who wanted to change his place of work. Other than that, I run ads in the newspapers as well as post flyers at the supply houses where rooter service people buy equipment. After all, the best people are already working for someone else, so we post our notices where the good workers shop."

This strategy also keeps L.A. Hydro-Jetting from spending time with unqualified job hopefuls. Dan's also emphatic that when he hires someone, the goal is to take on a person who's interested in building a career.

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