Jordan Bowles, owner of Drain Savers in Grand Forks, North Dakota, emphasizes to his technicians that they must treat customers with the utmost respect.
“We’re a necessary evil,” he says. “No one wants a clogged drain at 2 a.m. And no one wants to call a drain cleaner and spend money. So we can’t afford to treat people any less than the best. Our job is to make the customer’s experience as good as possible.”That means owning up to mistakes, too.“I operate with brutal honesty,” Bowles says. “When we make a mistake, I own up to it totally. That’s important because
Earning Customers’ Total Trust
This is a business of delivering bad — and sometimes expensive — news to homeowners, so it’s vital to have their confidence first or risk losing their loyalty
