"I am sorry you feel that way Jason and [Consumer Name Removed]. Also apologies as I was not available yesterday to talk. From your perspective we are a poorly run company. And of course you have the right to choose who you want to work in your home. The tough part about being in this business is sometimes we have to choose who can we get to in any particular day. We never know how many emergency service requests we will receive in any given day, and we have to get to the people without water or have sewage backing up into their home first. And what no one sees is all the things that slow us down on any given Friday. (Just for fun yesterday alone a tire blew, a technician got sick in the middle of the day, and we got hit with a ton of emergencies.) // It doesn't matter though, It's also not fair to you. You have a problem of a faucet to replace, and a house full of company coming over soon. That must feel like a lot of pressure, and I can relate. We must have gotten Accidentally disconnected on the phone suddenly in the middle of speaking, as we were about to offer you a guaranteed next day first appointment. My action item is to have our Customer Experience Person look into your case, and look for areas that we could have done better for you. Either way, I think the bigger question we will be bringing up in a next meeting is how do we communicate more effectively than we currently do = a customers urgency versus an actual emergency? I'm not quite sure what the answer is, but I am excited to dive into it and improve in this category if we can. If you have made it this far, thank you for listening, and best wishes to you and yours in this holiday season. Sincerely, Josh"

"Frank, I'm sorry you had some issues with the installation, but I am glad you gave us the opportunity to make it right. Your impression is understandable, but inaccurate. We do attract young people to our trade, but for a different reason than keeping costs down. The rate of retiring plumbers (and tradesmen / women in general) is far surpassing the amount joining our trade. This is possibly stemming from 20 years of high school propaganda pushing college as the only solution. We are very proud of our school we have built here, to create tradesmen and women who will have a viable and sustainable career path, instead of tons of debt from a college degree. Please call and we would be proud to show you a tour of our training lab to help these young people grow. Either way, I will be looking into your scenario to see how we could have improved your experience with us. Sincerely, Josh"

"Hi Richard, thanks for your review - unfortunately we cannot see your full name here, but please give us a call at the office to let us know what we could have done to make this 5 stars, thanks!"

"Hi Sally, so sorry about this and thanks for letting us know. The only way we can improve is through feedback so we will make sure this information gets shared with our managers, and we are glad you were happy with the service and were able to get a shower curtain to resolve the issue, thanks Sally!"