Good customer service is an important piece of any successful service-based company.

It’s rare to see a profile of a drain cleaner pass my desk that doesn’t mention some sort of customer-focused, customer-first philosophy. Whether a drain company large or small, there is always a strong commitment to solving customers’ problems.

We discuss many ways you minimize any inconvenience to customers: wearing booties to avoid tracking dirt into the house, showing up with clean equipment, wearing sharp uniforms, giving them options for solutions, investing in trenchless pipe replacement systems to avoid digging up yards — the list is extensive.

One thing that can get overlooked, however, is making an equally good impression on customers you don’t have yet. A lot of businesses are so in demand, they have more than enough work. But even if your phone is ringing off the hook, and you’d have to refer or turn down some jobs, answering every call and responding to every message is still important.

I had a clog in a line at my house cause some issues out of the blue recently. I’m a relatively new homeowner, so I don’t yet have a go-to drain company or plumber. It was a Saturday, so I had low expectations about anyone being able to come out that day, but was hoping to get something lined up for Monday.

I called a handful of companies, including two that claimed 24/7 service on their websites. No one answered the phone.

One company’s outgoing message did give another number if someone needed emergency service, but my situation wasn’t dire so I kept trying some others. One didn’t even have room on the voicemail so I couldn’t leave a message.

The clog ended up working its way free and I ended up not needing to call again — this time. But I’m already thinking about the next true emergency and hoping I have better luck. I would already have a number saved in my phone if anyone had answered.

Remember that your potential customers will feel the same way. Set up an answering service for when your office staff is off the clock. Leave another number for emergency calls, if you offer those services. Not every company will offer 24-hour service, and that’s ok. But if you say you are always on call, be reachable.

Don’t forget to clean out your voicemail often. Yes, it makes you seem in demand to have so many messages that no one else can leave one, but it also made me wonder whether that guy ever called anyone back.

While you may be busy now, there could come a time when business slows. Making a good impression now even when you can’t take every job can lead to work down the road when you’re not as busy.

The way you treat a customer while on a job goes a long way in securing a good review and more work from that household. But treating everyone well before you even get the job is how you keep the customers calling.

I hope you enjoy this month’s issue.