Elite Service Provider Puts Extra Effort Into Homeowner Education

Legacy Septic supplies a customized septic care plan for all their customers
Elite Service Provider Puts Extra Effort Into Homeowner Education

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When George Schooley started Legacy Septic & Excavation four years ago, he wanted to do something that would set him apart from the competition. He came up with an idea after realizing most customers know very little about their septic systems.

“I wanted to bring awareness about what people have underground on their properties,” Schooley says. “Some people were building sheds over their systems and just did not understand what was sitting so close to their homes.”

So Schooley began providing customers with complete records on their septic systems and providing information about their care. “If we want to be an elite service provider, we need to make sure our customers are educated,” he says. The company also hosts educational sessions at libraries near Legacy’s headquarters in Westminster, Maryland, where people can learn more about how their septic systems work.

When a customer calls to set up a service visit, one of Schooley’s office employees contacts the local health department to get the property’s records. When the technician visits the house to perform the service, he draws a map of where the system is located, takes site measurements and notes important information, such as property access issues or if the family has any pets.

Next, Schooley takes that information, along with the health department records and information from the National Onsite Wastewater Recycling Association, and puts together a report that also lists the proposed pumping frequency and any necessary work to be done on the system, and sends it to the homeowner. He also includes an invitation to one of Legacy’s free education sessions.

While putting together these reports is a lot of extra work, Schooley says it’s worth the time since homeowners come away with a better understanding of how their systems work.

“We get a great response from our customers” when they receive the report, he says. “This is the most expensive appliance they have and they have little to no information about it.”

Schooley says many homeowners do not even understand how a septic system works. “They really have no idea what is sitting out in their yard underground near their home. I view part of our duty is to educate homeowners about their septic systems and how to properly care for them.”

Among Legacy’s approximately 800 customers are about 150 who have aerobic treatment units. The units use oxygen in the treatment process and have a mechanism that injects and circulates air inside the treatment tank. The mechanism needs electricity to operate and the units need more regular maintenance than a traditional septic system, which means they cost more to operate.

Schooley says the units, however, are a good option for some homeowners due to soil conditions or their lot configuration. The units also provide a high-quality wastewater treatment system.

The aerobic treatment units are serviced twice a year. “We talk to customers about the advantages and disadvantages to having one, and discuss the dos and don’ts if they have one,” he says. “We want homeowners to make an educated decision.”


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