Roto-Rooter Exec Checks Out His Talent

摘要

Plumbing services company Roto-Rooter's most important employees are those in the field, president and COO Rick Arquilla says. "Our brand building comes from every time a customer service rep answers the phone and says, 'Roto-Rooter, how can I help you?'" Arquilla says. Even though Roto-Rooter is an established brand, "that only gets you the first phone call. Beyond that, it's up to the employees."