Jul 30

 

A hero cape seems to accompany the Mr. Rooter Plumbing uniform these days.

Whether it’s retrieving a 6-hour-old puppy that slipped down the drain or recovering a 4-month-old kitten that fell behind a water heater, Mr. Rooter plumbers are saving the day. So far this year, Mr. Rooter has safely rescued two kittens, a puppy, a ferret and a tortoise. And we can’t forget the jewelry!

Since we’re seven months into the year, click here to read about our Top 7 Recoveries.

1. Miracle Mother’s Day Gift in Mesa, Ariz.

After a stray cat gave birth to kittens in an attic, one fell and became trapped in a wall. Mr. Rooter plumber Dan Pentico used his video inspection camera to locate the kitten. But it took cutting out a square hole in the wall to safely remove it. Dan told his 9-year-old daughter it would take a miracle for her to get a kitten, but miracles do happen!

2. The Tortoise and the Plumber in Santa Cruz, Calif.

A turtle found his way under a house and was nestled in a hard-to-reach location. Out of sight, its owners called Mr. Rooter Plumbing. Service professional Hugo Fernandez used a video inspection camera, and searched under the house. Thanks to the high tech equipment, Hugo found the turtle and returned him to his owners.

3. Surprise Sewer Save in Youngstown, Ohio

When a pet ferret was let out of his cage, it found its way into a drain pipe. Mr. Rooter service technician Chris Crawford arrived with his video inspection camera in tow. As the camera went past the ferret, it started shimmying its way backward until it could be pulled out by its tail. In Chris’s 21 years of plumbing, he’d never pulled a live animal out of a sewer!

4. Tag Team Works in Southeast Wisconsin

It took two video inspection cameras to find an earring that was accidently dropped down the bathroom sink drain. When taking off the P-trap under the sink proved fruitless, Mr. Rooter Plumbing’s Terry Johnson and John Donovan turned to two cameras, which helped them spot the earring in just 20 minutes.

5. Rescued Puppy Rescued Again by Plumber in San Diego, Calif.

Just hours after a newly rescued dog delivered six puppies at a humane society, the runt slipped down a drain. It took Mr. Rooter service technician Thomas Huff an hour to dig up the drainage pipe and save the 6-hour-old pup. Amazed with the puppy’s ability to handle the jackhammer rescue, Thomas brought his children back to visit the puppy.

6. Trapped 4-Month-Old Kitten in Tallahassee, Fla.

After a kitten fell behind a water heater, she couldn’t get out. It was almost midnight when Mr. Rooter got the frantic call. Technician Kyle Jones cut a section of the pipe using a handheld saw, and less than 15 minutes later the perfectly healthy kitten was back with her owner.

7. Ring Returned After Removal of Pipe in Newberg, Ore.

Just 30 minutes after a woman accidently dropped her ring down the kitchen sink drain, Mr. Rooter service technician Vitaliy Garbaruk was trying to find it. Upon removing the exposed drain line and emptying its contents into a bucket, he spotted the ring in some grease. She had her ring back on her finger after only an hour of search and rescue.

Jul 27

Have you had bad customer service lately? Sue Halford, our Canadian Operations Manager for Mr. Rooter Plumbing, recently told me about a bad-turned-good experience she had with a company. I would like to share it with you.

I recently moved home and that can be fraught with challenges. I had to change my phone numbers which was an irritant.

I had intended to change to the cable company, but the phone company matched their service and charges and could also offer me the interruption on my old line which tells family and friends of the change of number.

Well I very soon started to second guess my decision at staying with the company whose catchphrase is “the future is friendly”. They had a lot to live up to and failed miserably.

Every time I called with another complaint I had to go through the automatic answering and when I eventually got through to a live person, they were domiciled in Manila. Needless to say more frustration arose with the language problem and in the end I had a technician come to my home and sort the whole mess out. I was not happy as I had to pay for their incompetence.

One associate in Canada suggested I write to the CEO with my tale of woe. I did that but must confess that after getting their bounce back email saying that I would hear from them in five business days, I thought all was lost.

Much to my surprise I received a call from someone from the office who empathized with my problems, apologized for my experience and reversed the charges I had incurred getting the problem fixed. She listened and assured me that the feedback was always reviewed and they are striving to make improvements.

I was very impressed and heart warmed that I hadn’t fallen on deaf ears.

At Mr. Rooter Plumbing, I receive more compliments about our plumbers than I do complaints. I want you to know you can contact us at the corporate office if you have a complaint – or would like to compliment one of our hard working technicians. We like to get your feedback, so we can continue to improve our services. Our phone number is (800) 583-8003.

Here’s wishing you a world-class day.

Jul 23

The Code of Values™ we at Mr. Rooter Plumbing, strive to live by is broken down into four categories – Respect – Integrity- Customer Focus – Having Fun in the Process. Under the Respect category, “Acknowledging everyone as right from their own perspective” is something that seems to be forgotten in this day and age. I am amazed sometimes when watching the news or talk shows how much we tend to focus only on our point of view rather than trying to put ourselves in another’s shoes.

Mr. Rooter® plumbing has more than 280 franchise owners in North America. Add that to the 27 staff members at our corporate office and you have many different personalities…and opinions. When I come across a difference of opinion or a question as to why things run the way they do I try to focus on this value. And others on the team do as well.  It really helps us find the best solutions to challenges and opportunities.

It is up to each of us to seek to understand other’s beliefs and to recognize that our thoughts are what make us unique and what makes the world work.

Here’s wishing you a world class day!

Jul 21

 

I would like to share a story I just read with you. The title is “Other Things Saved by Plumbers”, and it began by talking about the oil spill. The story goes on to talk about the surprising number of recent reports about plumbers being heroes. The Surge Desk at AOL News compiled a list of those things (besides the Gulf of Mexico) that plumbers have recently saved.

What made my day was that Mr. Rooter Plumbing saved three of the four things listed! You can read the story at http://www.aolnews.com/surge-desk/article/other-things-besides-the-gulf-of-mexico-saved-by-plumbers/19558075.

The recoveries Mr. Rooter plumbers have recently made that topped this list are: baby ducklings, puppies and diamond rings. I would like to commend our Mr. Rooter plumbers for going above and beyond to find and return sentimental items – whether it’s jewelry or pets – for our customers. You are heroes to me!

I would also like to thank David Knowles, AOL News Surge Desk writer, for including us in his fun story. We are delighted!

In a future blog, I will share with you the top recoveries our Mr. Rooter plumbers have made so far this year. They include a ferret, tortoise, two kittens and more jewelry.

Here’s wishing you a world-class day.

 

 

Jul 19

 

I’ve been reading stories on the oil spill, and one has really caught my eye. Have you heard about the mystery plumber who sent a sketch on how to stop the leak?

This reminds me of a poster in my office that reads “The plumber protects the health of the nation”. I think sometimes we forget this, and in the case of the oil spill, it seems plumbers protect in more ways than just in our homes.

You can read this story at http://www.csmonitor.com/Environment/2010/0715/BP-oil-spill-Mystery-plumber-may-be-brains-behind-containment-cap.

Here’s wishing you a world class day.

 

 

Jul 16

 

We recently held our Mr. Rooter Plumbing annual international convention – we call it Reunion.  This year’s Reunion was my favorite one yet and I would like to share with you some highlights of the event.

I was so proud of our Mr. Rooter Plumbing franchise owners and their generosity. They donated $2,176.76 for the Ronald McDonald House® in San Antonio where the event was located. And they did this on the spot! Greg Borkowski, Manager of Development for Ronald McDonald House Charities®, spoke about our national sponsorship. When he wrapped up his presentation our franchisees started donating money for this wonderful charity.

Our Mr. Rooter Plumbing franchises were also happy to help out fellow franchisees. We raised more than $40,000 during our Zees for Zees Fund Auction. Attendees brought items from their towns or regions, and they were auctioned off. Many who participated went home with some great regional treats. This money helps franchisees with travel expenses to our conferences.

We were lucky to have best-selling author of Never Fly Solo, Lt. Col. Rob “Waldo” Waldman speak. He had our Mr. Rooter attendees enthused when he spoke about building trusting partnerships and having a ‘wingman’. Being a military veteran, I especially enjoyed his message. You can read more about him at www.yourwingman.com/.

During our meeting, we also rolled out our exciting new mobile marketing campaign. This allows us to text coupons and promotions to our customers. With Generation Y being technology savvy, we see the opportunity to deliver coupons and promotions the way this generation likes it – via text message! Stop by next month, and I’ll share more about this exciting benefit to our customers. If you want a coupon from us text “Offer” to “Rooter” for a coupon.

We introduced our new advertising agency to Mr. Rooter – Aviatech. I am very impressed with their knowledge of online marketing. I’m excited about our new ad campaign – be on the lookout for us online! In a future blog, we’ll have more about our new partnership with Aviatech. To all of you at Aviatech, we’re delighted to have you on our team!

Most of all, it inspires me to see how energized our Mr. Rooter Plumbing franchisees are after leaving our conferences. They bring back new ideas to implement in their shops, a renewed energy to improving their teams and ready to focus even more on our customers.

Here’s wishing you a world class day.

 

Jul 13

Have you ever been caught in a house fire? I remember running out of our house when I was home from college after our unattended toaster toasting my sister’s breakfast caught fire and set off the smoke alarm.  Thankfully, disaster was quickly averted but I remember how scared we all were. That’s why my heroes of the week are George Harmon and Jeff Pritchett of the Mr. Rooter Plumbing shop in Waco, Texas. These two guys were driving when they saw smoke billowing into the sky several miles away.

Without hesitation, these gentlemen stopped and helped get the homeowner away from the house. And they did so just in time! It turns out there were six oxygen bottles inside the home the homeowner used for assistance in breathing. One by one, they heard the oxygen bottles explode, the oxygen intensifying the heat of the fire. Fire was shooting out the side of the home, but thanks to George, Jeff and a truck driver who stopped to help, the homeowner made it out safe and sound.

Fire 

I know I’ve written a lot of stories about our plumbers going the extra mile, but our guys never cease to amaze me. Thanks for your bravery gentlemen!

Here’s wishing you a world-class and safe day.

Jul 9

As we continue to talk about our Code of Values™ I thought I’d talk about our ufourth code of values, which is one that I have to work on each and every day. . “Speaking calmly and respectfully, without profanity or sarcasm” can sometimes be a challenge when things are not going well or we’re not getting what we want. I find it one that when practiced makes meetings, calls, and communication in general more positive and productive.

Having worked on both sides of the franchise coin I understand as well as anyone how we can all have bad days. The key to keeping our team running strongly is to remember to treat everyone with respect – that means EVERYONE.

The next time a customer service representative, your customer or even a family member annoys you, take a moment to catch your breath. Think before you react. Instead respond with respect to those around you with the belief of “do unto others as you would have done to you.”

Here’s wishing you a world class day!

Jul 6

 

We recently held our annual awards ceremony during our 2010 international convention in San Antonio, Texas. What a great event filled with networking, sharing of best practices, good training, and some fun in the process.

I always look forward to recognizing our exceptional franchisees with awards, and would like to share this year’s recipients with you. Congratulations to each of you.

Franchisee of the Year

Steve Kaldis, Patrick O’Connor & David Abrams – Mr. Rooter Plumbing of Burnaby franchise

Sales Leader of the Year (over a 500,000 population)

Steve Kaldis, Patrick O’Connor & David Abrams – Mr. Rooter Plumbing of Burnaby franchise

Sales Leader of the Year (under a 500,000 population)

Paul & Saunda Kitchen – Mr. Rooter Plumbing of Sonoma County franchise

Excellence in Mentoring

Andrew and Sheryl August – Mr. Rooter Plumbing of Central New Jersey franchise, Mr. Rooter Plumbing of Broward County franchise

Excellence in Leadership

Boo White – Mr. Rooter Plumbing of Bozeman franchise

Woman of the Year

Michelle Aliotti – Mr. Rooter Plumbing of Santa Cruz franchise

Rookie of the Year

Heath and Heather Vickers – Mr. Rooter Plumbing of Middle Georgia franchise

Service Leader of the Year

Dan Burleson - Mr. Rooter Plumbing of Southern Colorado franchise

Technician of the Year

Dan Rushford – Mr. Rooter Plumbing of Sonoma County franchise

Office Professional of the Year

Debbie Pezoldt – Mr. Rooter Plumbing of Bozeman franchise

Sales Benchmark Award Winners

Steve Kaldis, Patrick O’Connor & David Abrams – Mr. Rooter Plumbing of Burnaby franchise

Mike Ciaramitaro – Mr. Rooter Plumbing of Detroit franchise

Market Penetration Award Winners

Jason & Pam Melenchuk - Mr. Rooter Plumbing of Central Okanagan franchise

John Bednarz & John Richardson - Mr. Rooter Plumbing of Berkshire County franchise       

Rick & Michelle Eberl - Mr. Rooter Plumbing of Grand Island franchise

James & Lindsay Marich - Mr. Rooter Plumbing of Nevada County franchise

Steve Vinson - Mr. Rooter Plumbing of Huntsville franchise

Britt Parks - Mr. Rooter Plumbing of Mid Shore franchise

Henry Wightman - Mr. Rooter Plumbing of Northern Colorado franchise                     

Steve Kaldis, Patrick O’Connor & David Abrams – Mr. Rooter Plumbing of Burnaby franchise

Greg Ashbach - Mr. Rooter Plumbing of Fairbanks franchise

Personal Achievement Award Winners

Jeff Mies – Mr. Rooter Plumbing of Fond du Lac County franchise

Greg Ashbach - Mr. Rooter Plumbing of Fairbanks franchise

Dino Silvestri - Mr. Rooter Plumbing of Winnipeg franchise

Dan Lariviere - Mr. Rooter Plumbing of Southwestern Ontario franchise

Brad Sims - Mr. Rooter Plumbing of Mid-Michigan franchise

Justin Ullom – Mr. Rooter Plumbing of Central Indiana franchise

Bob Beall – Mr. Rooter Plumbing of Pittsburgh franchise

Shaylin, Dan & Jill King- Mr. Rooter Plumbing of Tri-Cities, Pendleton and Walla Walla franchise

Stephania Alexander – Mr. Rooter Plumbing Dallas/Fort Worth

John & Maureen Romney – Mr. Rooter Plumbing of Calgary franchise

Thanks to each of you for representing the Mr. Rooter Plumbing brand so wonderfully well. Bravo! I am honored to work with each of you. We appreciate all you do to provide our customers with outstanding customer experiences.

Check back next week. In a future blog, I will share with you some highlights of our conference. It’s an exciting time for Mr. Rooter Plumbing.

Here’s wishing you a world class day!

Jul 1

 

A few weeks ago I shared with you the Code of Values® our company lives by. In that code is one that says  We live our code of values by “Listening with the intent to understand what is being said and acknowledging that what is said is important to the speaker.”

We all have busy lives, and different things that matter most to us. At The Dwyer Group we strive to understand that one person’s priorities often differ from another. By taking a moment to better understand the priorities of our customers, franchisees and we can better relate to where they are coming from and what their needs may be. Even when people disagree in a conversation it does all of us a world of good to really listen to that a person  and acknowledge their opinion and contribution.

 Here’s wishing you a world class day!

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