One of my favorite parts of working in our family business is hearing from happy customers.
Recently, Bear received an email from a customer that truly made my day.
She wasn’t writing because we asked her to.
She wasn’t responding to a survey.
In fact, she told us she doesn’t even have a Google account, so she couldn’t leave an online review.
She simply wanted us to know how much she appreciated the service she received.
As I read her email, one sentence really stood out to me.
“They were both excellent communicators, taking the time to effectively explain the ‘why’ behind the work and making sure that it was understandable to a non-plumbing person.”
That one sentence says everything.
As homeowners, we don’t expect everyone to understand plumbing.
I know I certainly didn’t when Bear and I first started this business over 20 years ago.
Back then, Bear would explain something to me, and I’d just smile and nod.
Eventually I’d stop him and say…
“Okay… now explain it like I’m not a plumber.”
That’s exactly what our technicians strive to do with every customer.
Not just fix the problem.
Help you understand it.
Because when you understand why something failed, you’re able to make the best decision for your home.
Another part of her email that meant so much to me was this:
“Your guys were outstanding! First of all, very polite and professional.”
Those words are a reflection of the culture we’ve worked so hard to build.
Technical skills are important.
But kindness matters too.
Respect matters.
Listening matters.
Taking the time to answer questions matters.
As the person who often answers the phone, I know many customers call us when they’re already stressed.
A leaking pipe.
No hot water.
A sewer backup.
The last thing anyone needs is to feel rushed or confused.
That’s why I’m so proud of our team.
They understand that we’re not just repairing plumbing.
We’re helping people.
The customer ended her email with words that every small business hopes to hear:
“Bear’s Plumbing will continue to be my go-to plumber.”
Those words are never taken for granted.
To our wonderful customer…
Thank you.
Thank you for taking the time to write.
Thank you for trusting us with your home.
And thank you for reminding us why we do what we do every single day.
We are truly grateful.
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ā The Plumber’s Bride







