My 1-year-old daughter just typed that header as she sits on my lap, home from day care with a low fever and assisting me with my editorial responsibilities by joyfully smacking the keyboard. 

I was in the office putting the final touches on a few articles before submitting the final copy for an upcoming issue of PRO when I got a call from our day care provider. They really only call for one reason, so I knew what to expect when answering. 

“Hi Tim, I’m calling to let you know that Eliza has a fever of 101.4 and will need to be picked up from day care.” I packed up my laptop and a few other essentials and was off. 

Now I’m at home and doing my best to balance answering emails and hitting deadlines while taking care of her. It’s moments like these that remind me how fortunate I am to have a job with so much flexibility, and also reminds me how much I appreciate the work that you all do. 

I didn’t have to think twice about packing up and leaving the office. I didn’t have to find anyone to cover for me or scramble to finish what I was doing before bailing. I didn’t have to worry about missing scheduled services and leaving customers hanging out to dry. It didn’t set me or our business back in any way. And now I can pick up where I left off and get back to work right here in my living room (as soon as this rugrat takes her nap, anyway). I understand these luxuries aren’t so simple for you.

Indispensable

I know how hard business owners in this industry work to be successful, especially in the beginning or for smaller companies operating with minimal employees. Everything comes down to you. On top of the everyday tasks of lining up new customers, strategizing efficient routes for pickups and drop-offs, balancing the purchase of new inventory or service vehicles with projected business, it’s your responsibility to pick up the phone on a Sunday morning or hours after the office has officially closed. 

And it’s not just business owners. Managers or technicians on call, it is your responsibility to ensure that no matter what happens, the company provides for the customer. If life happens and you need a leave of absence, it impacts the company and your customers. Backup personnel need to fill your role, clients need to be notified about delays in service caused by unforeseen circumstances or in extreme situations the office requires closing for a day. 

Image at stake

Prompt response in this industry is huge. If a storm blows through and tips over a line of restrooms, attendance at an event was underestimated and toilets have reached capacity sooner than anticipated, or vandals decide to use your inventory as their next canvas, your reaction means everything. 

If a customer calls about those situations or any other, and their call goes unanswered or the issue is not resolved in a timely manner, you can bet that client will not be a repeat customer. Moreso, the longer issues go unresolved, the more users are going to notice, and in an industry where word-of-mouth advertising is perhaps the largest form of marketing, that’s a serious blow. 

Keep it up

I’ve said it before, but I’ll say it again. Your efforts and dedication do not go unnoticed. Thanks for your willingness to pick up the phone and take care of whatever comes from the conversation. I understand how one call can disrupt the flow of routine and that you are constantly adjusting to make sure customers are serviced and happy and that the business continues to operate smoothly. 

So, thanks again for what you do and for reading this issue of PRO!