Question:
We’ve owned our own business for 15 years. Recently, we have had a rash of customers wanting us to replace parts or repair damage that was caused during the course of performing our service. Example: While removing a 6-inch cleanout cap that was glued on for years in order to access the tank, the cap broke. The customer wanted a new cap. Is it our responsibility to buy it?
Another example: We were probing for the septic tank lid, and in the process, we break a sprinkler pipe. Is that our responsibility to repair? And another example: We removed rusty screws from a septic tank lid after much ado. Is it our responsibility to provide new screws? Or another: We pumped the septic tank, went in and cut out roots. Is it our responsibility to remove the roots from the site? We are not in the trash business. On another job, after much prodding, a concrete septic lid breaks upon removal … and it’s 20 years old. Do we owe them a new lid? How do you handle what I call “incidental” damages?
Answers:
If I know something will break in the process, I make sure to let the customer know ahead of time so they can give me the go or no go on the job. My favorites are the brass cleanout plugs in cast iron.
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When we are out on a job and one of my drivers or I damage something of the homeowners’, we replace it. If we knock a tee or a filter off or break a cap, we replace it.
We use a Crust Buster, so we end up with roots, hair, cloth pieces and anything else you can imagine in a tank. We put it on the truck, usually in 5-gallon buckets and haul it back to the shop and dispose of it.
We are still building our business, so it is important to spread good word-of-mouth, so I don't want to give my competition any ammunition. I do tell the homeowner that if we get stuck in the yard during the process they are responsible for the tow bill. We have never had a waiver to sign, but it might come to that some day.
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If you know ahead of time something may get broke, always stop and make it clear that you’re not responsible, or you can bet the farm they will fully expect you to fix it for free. The mess should always get cleaned up. In a customer’s mind, that’s part of what they are paying you for.
My suggestion is that you adjust your price to a level that you would be more than happy to handle these things. The more profitable your jobs are, the less the little hassles will bother you.
How do I prevent freezing in a line running under the driveway?
Question:
How do you keep a PVC waste line that runs from the house to the tank from freezing? My customer’s line keeps freezing where the pipe runs under her gravel driveway. I’m looking for a cost effective way to insulate the pipe.
Answer:
Usually the pipe should be sleeved inside a larger diameter pipe under the driveway to keep the cold from transferring from the ground to the smaller pipe. You can also lay RIDGID foam insulation (similar to foundation insulation) in 12- or 24-inch strips on top of line before backfill to keep frost out. I have a line we handled this way last year and this is the first year it hasn’t frozen.
Also, if the pipe has a low spot it could freeze from standing water not draining completely to the septic tank.
