January 2009 Table of Contents

Features

• 4Reading Between the Lines: Stay Tuned for Big 10 Survey Results
  In the November 2008 issue of Pumper, we included the first Big 10 Pumper Survey and asked readers to go online and answer a short list of questions about their businesses.
• 14Building the Business: When Good Service Goes Bad
  Extra customer service touches are usually appreciated, but you need to know how to execute them with care
• 20Rules and Regs: Alberta Group Considers Regional Association
  The Alberta Onsite Wastewater Management Association board of directors is examining the feasibility of forming the Western Canada Onsite Wastewater Management Association.
• 36Cover Story: The Rural Route
  Melding old-fashioned customer service and careful diversification, Bailey’s Septic Services celebrates four generations serving customers in Pennsylvania Dutch country
• 62Expo Preview: Two Great Acts ... Go Great Together
  Saturday Evening Jam headliner Montgomery Gentry will play a slew of hard-driving country hits, while opening act 38 Special will bring memorable ’80s rock licks
• 68Profile: Born to Pump
  From the first time he jumped in his dad’s vacuum truck at age 12, Bob Storms has been living his dream job
• 92Overheard Online: Extend Your Reach
  Start your year with a marketing push that will help add loyal customers, even in a challenging economy

Columns

• 76After Hours: Cattle Call
  In his spare time, pumper Robb Barnes produces healthy eggs and beef in western Oregon
• 84Money Manager: In Turbulent Times
  A troubled period in the stock market is no time for rash decisions. The basic rules of sound, long-term investing apply now more than ever.
• 98Reader Pipelines: The Big Show
  How often do you attend the Pumper & Cleaner Expo, and what keeps you coming back?
• 106Septic System Answer Man: A Dead Zone?
  Reports from readers seem to indicate a rise in septic tanks devoid of proper bacterial action
• 110NAWT: NAWT News
  In-house Training Opportunities Improve Customer Service
• 126Classy Trucks: Classy Truck of January
  This month we feature Lamoureux Pumping
• 144Association News: Association News
  News, Training & Education and Calendar of Events