Great customer service, go tell your friends about him!
I enjoyed working with Kent Crook because he has an instinctive understanding of how to run a successful business. Without using any advertising or marketing, he slowly grew his business from one man and one truck to a dozen trucks over 20 years. How? By giving good customer service and trusting word-of-mouth. Kent became known for his “on time or on us” slogan, in which there was no charge for the service call if his truck was more than a few minutes late for an appointment. On more than one occasion, I saw him give a customer a full refund when the customer was unhappy and Kent couldn’t fix the problem to the customer’s satisfaction. “I’d rather lose some money on the job and keep my reputation,” he would tell me.