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Here are excerpts from that customer’s letter, in italics, followed by my assessment.

I often hear service and repair business owners complain they do a lot of business, but don’t make any money.

What are the obstacles to paying your employees what they are worth?

If you plan to make a success of yourself and your business, you will probably stand alone in your marketplace.

Now that I’ve picked on engineers a bit, let me say that NPSH is really a pretty simple concept.

My bosses asked me to turn futurist in this beginning-of-year column and predict what this industry will look like a few years down the road.

Plumbing contractors are becoming very familiar with the new standard, NSF 61.

Now we must add IHSCC to this industry’s alphabet soup of organizations.

We’ve been stressing America’s critical craft shortage, along with some innovative “means and methods” to attract more good help while hanging onto who you already have on your payroll.

The reality of working at home is this: compromise.