Better Business
The One Number You Need to Know
By Ted J. Rulseh (page 38)
Net Promoter Score is an easy-to-acquire, yet extremely powerful, measure of your customer service quality and customer loyalty
Cover Story
Lessons from Corporate
By Erik Gunn
A Roto-Rooter operator in Gulfport, Miss., applies knowledge of training, customer service, and branding to a growing drain cleaning and plumbing business
From the Editor
Building with Vision
By Ted J. Rulseh
If you want a great company, you have to start with a clear picture in your mind of how you want it to look years into the future
Industry News
Industry News
(page 74)
The Janssen Process Co., distributors of patented technologies for structurally renovating sewer laterals, has entered into a technical support agreement with Envirosight.
Money Manager
Something for the Future
By Erik Gunn
Simple employee retirement plans can be affordable for any kind and size of business. They’re an excellent investment in a loyal team.
Overheard Online
The Stuck Cable
Professionals discuss how to avoid getting cables caught in lines, and whether to ask customers to sign waivers against that possibility
Profile
Against the Current
By Carol Brzozowski
Diverse services and quality employees help The Drain Doctor continue to grow despite a struggling economy in its service area
Reader Pipelines
Branding Your Business
By Mary Shafer
Contractors take varied approaches to building a market identity, positioning their companies in a highly competitive marketplace
Safety First
Reporting the Near Miss
By Robert Ryan
Here’s how to encourage employees to call attention to accidents that almost happened
Special Feature
Mighty Midgets
By Scottie Dayton
Portable electric and engine-powered waterjetters help contractors clear drain and lateral lines quickly and efficiently in tight place
Tech Perspective
In Your Pocket
By Jeff Tinlin
Technology gives progressive cleaning and maintenance contractors a fast and easy way to deliver high-quality inspection reports to customers
Tough Job
Last Resort
By Scottie Dayton
A creative contractor finds a way to repair a badly damaged culvert and prepare it for a permanent fix with CIPP lining
