Service technicians working for Christine and Brian McLaughlin in their Rooter-Man franchise based in Memphis know what is expected of them, and they also know their employers appreciate their efforts.
The business, founded in 1990, has grown from a one-van, one-man operation to eight vans, seven service technicians, and now two Rooter-Man franchises.
Brian, who uses an open door management policy, remembers what it’s like to be on the other side of the cable machine. He and Christine are as concerned about their employees as they are about the bottom line, and they go out of their way to show it.
Christine is the force behind many of the company perks and benefits, but she also enforces the expectations. She allows no exceptions to company policy that technicians have a proper appearance and be in uniform at all times. If a new employee shows up with uncombed hair or a scruffy appearance, she addresses it immediately. At the same time, she consistently rewards loyalty and dedication.
Customer communication
For Brian, the most important thing is
to make sure the technicians take proper
care of the customers. That means getting
the job done right the first time and
charging the customer the correct price.
“Communication is the key,” says
Brian. “My employees know they can
pick up the telephone with a question
any time. We also identify problems at
our weekly staff meetings. Safety is
another important matter. I don’t want
them doing anything that is unsafe or
will cause property damage. We stress
and re-stress that endlessly.”
Christine is always cooking up programs
to show appreciation. If the circus
is in town, she may invite all the
employees and their families to attend.
Such outings can be costly, but in her
book, it’s well worth the price of tickets,
popcorn, and soft drinks.
Family day is offered at least once
during a year. This includes a visit for
husbands, wives and children to the
Mid-South Fair in Memphis. Sometimes
Christine has a family day that involves a
cook-out at the McLaughlin home. On
other occasions, there will be dinner and
a show for employees and spouses.
Certificates, awards and prizes are
always on the agenda for those who give
outstanding service. “We do give a bonus
for perfect attendance,” she says. “At our
cook-out parties, we will have a nice
door prize.”
Five years ago, Christine started the
Hall of Fame, where photos of employees
and their families are posted for all to
enjoy. Several large frames fill the halls of
the company’s new building, and now
the break room has more photos. The
pictures show the special events that
have become a part of the company’s
benefits package, which includes health
insurance for employee and family, along
with vacation pay (one week after the
first year, two weeks after that).
Perhaps the most popular program
involves rewards to employees who have... (cont on Page 3)