Thursday, June 23, 2011

Water Bob

We moved into our home five years ago and inherited a reverse osmosis drinking water system. And a water softener. I’m not a fan of the water softener, but for peace in the family, I live with it. But I love the RO system. An oft-repeated platitude is that you need eight 8-ounce cups of water a day. I drink about twice that. Everyday.

Each year, we call Five Cities Water – aka Water Bob – to tune up the drinking water system. We have no idea who “Bob” is – presumably the business owner – but we do know Brandon. And Bob should be proud. Brandon never disappoints. He has been the “face” of Five Cities Water for five years.

Our RO filters are changed quickly and efficiently. He asks questions and gives us tips about keeping the system at peak performance. And one of our two dogs likes him. As do Donna and I. Never underestimate the “pleasant, helpful” factor if your business is providing a service. Being good, proficient at what you do is expected. That’s not exceptional or memorable. Same goes for banks. And locksmiths. And motels. And thousands of other service-industry businesses.

This year, Brandon noticed that we’d remodeled our kitchen since his last visit. Then he noticed that our “old” RO water dispenser did not match our “new” brushed steel water faucet. He offered to install a new one for us, and just happened to have one in his truck that matched our faucet perfectly. So was that good salesmanship, or good service? Both.

Ten minutes later, Donna, I, and the two dogs were admiring our updated RO water dispenser. It was the final exclamation point on our kitchen remodel. Brandon cleaned up, gave us the annual speech about “checking for leaks” three times over the next few hours, presented an invoice, shook our hands and moved on to his next appointment.

Two weeks later, we received a “thank you” card from Water Bob. He asked that if we were satisfied … tell a friend. Will do. And we’ll see you again next May, Brandon.

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