I got a call the other day from a reader in Santa Barbara, Calif. His name was Al. He wanted to tell me how much he appreciates the magazine and wanted to know how we choose the contractors we feature every month.

I always appreciate it when a reader calls to talk about the magazine. I typically end up asking far more questions than the caller. It's great feedback and it allows me to better gauge what's important to our audience. In this case, the caller said he likes to read about other contractors and how they're building their businesses and dealing with the issues he faces in his business every day. He said the stories in Cleaner have been a source of knowledge and inspiration, and he was hopeful that one day his business would be strong enough to be featured in the magazine. Yet, he said he didn't think he had done anything that warranted a feature profile at this point.

We talked for quite a while. Al told me about how he got into the industry and how he handles business. He talked a lot about customer service and the importance he places on respecting customers and making sure every job is done to their satisfaction.

As the conversation continued, Al talked about the root infestation problems in his area of Southern California and about being a licensed lateral inspector in his city. He also talked about the makeup of his business – 60 percent residential and 40 percent commercial – and the size of his operations – two trucks based out of his home. But what really struck me was not the menu of services he offers or the growth of his business or anything about specific jobs, it was the earnestness that came from everything he said. Most of what he said about his business and the way he operates had nothing to do with lining pipes or choosing jetter nozzles, but it was critical to being a good business. He really understood customer service and the value it builds.

So, as Al and I talked, he finally began asking me more questions. He didn't think his humble business was big enough or successful enough to be featured in Cleaner, but he wanted to know what he had to do to one day be worthy of consideration. I was on the spot, but the answer came easy: Keep doing what you're doing. While there was nothing particularly remarkable about the size or operations of his business, the earnestness with which he spoke of taking care of customers
really was the story.

I explained that we typically feature contractors who are tackling tough jobs, solving problems, and helping move the industry forward, but overall, our goal is to feature contractors who are doing really good work, the right way. And based on what I heard over the phone, that's how I would describe Al's business.

Before the conversation was over, I collected all his contact information and put it in my folder of potential profiles. Al's business might not be the biggest, but he's doing things the right way and I think you'll be reading more about it in these pages soon.

Enjoy this month's issue.