Learning to walk away
This may not be the best way to advertise my services - knowing already that I’m going to walk away - but I believe it’s important to be honest with my customers and you, a potential customer reading this online.
This week I had one call that I did walk away from and one that I should have walked away from. Beginning with the one I did walk away from.
The client had a clogged upstairs bathroom sink. I cabled the line and was able to run water without issue. In the upstairs sink at least. When I came downstairs, the client told me the main level bathroom sink was filling with water. The clog in the line had moved from blocking the upstairs sink to being downstream of the downstairs sink, creating a blockage there. So running water upstairs, backed up into the downstairs sink. The downstairs sink was a pedestal sink that was firmly blocked to the ground and bolted to the wall. I was able to move the pedestal portion out of the way enough to get a cable in the drain, however it would only go 4-5 feet before hitting a hard block. There was a basement bathroom below the main floor pedestal sink bathroom, however it was newly remodeled without a great place to make an opening in a wall (as if there ever is one). After an hour or so trying to coax my cable down the drain and past the blockage, I called the customer over and told them I wouldn’t be able to complete the work. They were gracious, appreciating my efforts. I referred them to another plumbing company who has a drain camera. This should allow them to pinpoint the blockage and, if necessary, open up the wall in exactly the right place to make the necessary repairs.
I wish this is where the post ended. Me knowing the limits of my equipment and technical expertise. However this is not the case.
Later in the week, I had call for a clogged toilet. The customer initially contacted me early in the week but delayed me visiting because the issue seemed to be “fixing it self”. This isn’t rocket science, there is a blockage in the line and if there is constant pressure behind the blockage, it actually isn’t crazy to think that eventually the blockage could succumb to the pressure and fall down the line. But the customer asked if I could come out on Sunday to fix the persisting issue.
When I arrive, I learned that when they ran water at their kitchen or bathroom sink, it would bubble into the clogged toilet. This is almost always a sign that there is a blockage in the main sewer line. As I explain the mechanics of this to the customer, they begin telling me how actually where they think the blockage is… and this is when I should have walked away. The vast majority of folks calling a plumber are happy to see me come through their door. There is another, smaller group who is ready to prove their knowledge - not that anyone was testing it? And honestly, this group can be totally reasonable as well. It is refreshing to meet a customer who cares enough to have done some research, maybe even tried some home remedies like vinegar and baking soda. This interaction on the other hand, reeked of them educating me, instructing me how and where to cable from, etc.
Fast forwarding to me trying to get lucky, reaching my toilet auger as far down their toilet as possible - knowing a mainline blockage is further down the line, not succeeding, telling the customer they’d have to bring someone else out who has the proper equipment for sewer mains, them being upset I couldn’t solve the issue, arguing over paying for my labor, all that fun stuff.
I should have walked away 15 minutes in. A rather unpleasant experience and tough lesson to learn, but I’m sure there will be more lessons next week too.