Our customers may or may not have all the facts, but they do talk to each other.
As the community plumbing advisor, I'm often asked for advice - sort of like the doctor who is constantly pestered at parties - such as, "Why do I run out of hot water after only 32 minutes in the shower?" Unlike the typical doctor, I sometimes seek out acquaintances in need of plumbers. I want to hear their adventures and misadventures with our profession.
Jeanie was one of those "clients." Her main house drain was clogged - whom should she call? I gave her three names. My first suggestion was Ken, an established "mom and pop" contractor. Established? Maybe more like entrenched. He's old school all the way - old machines, old truck, old ladder, old ways. I knew he'd be the cheapest choice. I told Jeanie to be sure to check his insurance, just in case. The other two contractors I named were larger firms where I happened to know some good drain cleaning professionals. I gave her some names to ask for so she'd get the best service.