When do you turn down profitable plumbing work to protect your team and reputation?
In the early days of Sitko Plumbing and Drain Services in San Diego, I said yes to almost every call — evenings, weekends, 1+ hour drives, you name it. Sewer emergencies don’t wait, and I wanted the revenue. But I quickly learned that constantly overcommitting burned out my techs, led to rushed jobs, and hurt our quality. Last year we had a stretch where we were slammed with back-to-back mainline replacements. We pushed through, but the team was exhausted and one preventable callback slipped through. That hurt more than turning down a few jobs would have. Now we’re much more intentional: we protect core hours for our core customers, build in buffer time, and politely refer overflow to trusted partners when needed. It’s meant steadier growth, happier techs (just gave one a well-deserved raise and promotion), and better reviews overall. Question for the group: How do you decide when to say “no” or refer out work — even if it’s profitable — especially in a trade like plumbing where emergencies are constant? Curious how others balance growth vs. sustainability. Would love to hear what’s working for you!
Why customer service is so important
Customer service is important because it directly affects customer satisfaction, loyalty, and a business’s reputation. Here are some key reasons: Builds Customer Loyalty When customers feel valued and supported, they are more likely to return and continue doing business with the company. Creates a Positive Reputation Good customer service encourages positive reviews and word-of-mouth recommendations, which can attract new customers. Increases Sales and Revenue Satisfied customers tend to buy more products or services and are more willing to try new offerings. Resolves Problems Effectively Mistakes and issues happen in every business. Excellent customer service helps solve problems quickly, reducing frustration and maintaining trust. Provides a Competitive Advantage In markets where products and prices are similar, outstanding customer service can set a business apart from its competitors. Strengthens Customer Relationships Good service creates trust and long-term relationships, making customers feel appreciated rather than just another sale. Example Imagine two stores selling the same product at the same price. If one store has friendly, helpful staff who quickly address concerns, customers are much more likely to choose that store again—even if the product itself is identical. In short, customer service is important because it helps businesses keep customers happy, build trust, and achieve long-term success.What's Had the Biggest Impact on Your Growth as an Entrepreneur?
Everyone's journey looks different. Looking back, what has had the biggest impact on your growth as a business owner? A mentor? Trial and error? Books or podcasts? Networking? Coaching? Something else? I'd love to hear what has influenced your journey the most and why.Im New to jobber but i made the cut for the 2 round of the grant!!!
As the title says, I made it to the second stage of the grant process. I’m excited for the opportunity and hopeful about making it through to the final round. To get to this point, I focused on building a clear vision for what I want to achieve and then developed a detailed business plan to support it. I took the time to work through future opportunities and challenges, equipment costs, hiring needs, startup expenses, overhead, working capital, and the different directions the business could take. My goal was to fully understand the potential of the business and create a solid foundation for growth. It took a lot of time and effort, but I believe the process has given me greater clarity and a stronger competitive edge. Overall, it has absolutely been worth it.What's the best piece of business advice you've ever received?
What's the most valuable business lesson you've ever learned? How did it change the way you run your business? Drop your advice in the comments so others can learn from it, too! In this special episode of Masters of Home Service, we revisit some of the most memorable advice shared by owners who've built million-dollar businesses from the ground up. Never miss an episode of Masters of Home Service. Subscribe on Apple, Spotify, or wherever you get your podcasts.
