Here’s something they don’t teach in trade school — mostly because it’s too embarrassing to put in a textbook: a significant percentage of all service calls in the modern era end the same way. We arrive. We assess the situation. We unplug the thing. We count to 60. We plug it back in. The homeowner […]
Some calls come in and you know before you even hang up the phone. This was one of those calls. Easter Sunday, mid-morning. A big rental house in Atlanta, full of family — the hosts weren’t there, but their guests were, celebrating the holiday together. There was a clogged sink. Seemed straightforward enough. It was […]
In this business, you develop a sense for when something’s off. It’s not dramatic. It’s not one glaring red flag. It’s more like a texture — the way someone answers a question a half-beat too slowly, a pattern of small behaviors that individually you could explain away, but collectively you can’t ignore. The instinct that […]