The Voice E1 2024

WATERLINE RENEWAL TECH

The 2024 year is now in full swing, and I hope everyone is having a good year. Our new Executive Director is hard at work with membership and vendor renewals. We appreciate everyone completing the new forms this year and I hope you will all be happy with the upcoming features we’re able to bring. One of those is an updated and shareable database of your fellow members and franchisees Now you will be able to find the contact information of a neighboring franchise and reach out if you need help or just want to get to know them We’re working hard to bring the RRFA into the digital age and make it easier to make friendships without meeting in person We’re bringing back the regional meetings for 2024 and are working on finalizing the dates and locations These will be in September or October Expect more details to be announced after convention

The convention is in the final planning stages and are excited to see everyone in San Diego We’re also introducing new technology to the convention this year so look at the convention section in this issue

I know of several franchisees that have been able to participate in the NASCAR partnership RR Corp is expanding their relationship with NASCAR even further to give more opportunities to attend races The RRFA Org website will be playing a bigger role going forward, so I encourage all of you to make sure you have a member login and go and check out the convention photos or add something to the idea board The RRFA Facebook page is also still very active and is a great forum to share questions and concerns with fellow franchisees So far 2024 is looking promising so I wish everyone a profitable and stable year

Corinne Brierly

Welcoming our new platinum vendor CONTENTS 2 GOOGLE RESERVE

A must have piece to your marketing mix 4

HARNASSING CHAT GPT + PLUG INS

Practical ways to begin using AI to streamline your processes 7 DEVELOPING A SAFETY CULTURE

Low time commitment, big results with these resources 1 2

INTRODUCING WATERLINE RENEWAL TECHNOLOGIES

RRFA’S FIRST EVER PLATINUM VENDOR

“This is a relationship we have been looking forward to for a while, and to become the first Platinum is in fact an honor for us. “ Robert Larson

Perma-Liner and Roto-Rooter have had a longstanding relationship with traditional lining products. It was only until recently that the advent of the LightRay LR3 system made this relationship more prominent. Where PermaLiner once existed as one cured-in-place-pipe vendor out of many, the company now stands alone at the forefront of UV technology as LightRay gives drain cleaners a simple way to enter the lining business Differentiation is how you grow as a business, and this partnership allows the Roto-Rooter company stores and franchises to differentiate themselves from the competition by offering a good/better/best solution to end users

The LightRay LR3 system has been the entry point for many plumbers and drain cleaners making the transition to lining for the past four years. Shortly after the LR3 system launched, the LightRay LRI inversion system was released and then the LightRay 2” system followed. The three systems give

installers a comprehensive suite of equipment and products to rehabilitate common pipe diameters More importantly, the LightRay systems gives installers the ability to build capabilities as their business grows.

Spot repairs with the LR3 system are simple to perform and solve many problems for a homeowner Larger scale projects require more advanced equipment and that is where the LightRay LRI system comes in Building upon the knowledge of using the LR3, the LRI is a natural evolution of the technology and training LightRay teaches their customers Capable of handling repairs up to 150 feet in length, the LightRay LRI can “Catch the Tap” when used properly, lining from the house to the connection at the mainline. But what do you do inside the walls of the house? Sink and toilet lines have a long history of deterioration just like the laterals. The LightRay 2” is your solution for pull in place repairs without having to open up walls or pull up flooring to access the pipe.

Instead of having to return later to perform a repair, the LightRay technology allows a user to upsell on the spot and then perform the repair The proprietary resin only casts in place when exposed to the UV light of the LightRay packer or light train and completely eliminates the fire drill of traditional epoxy resin This takes a process that previously took up to 3 hours, after the pipe was cleaned and prepared, and reduces that time to 15 minutes or less depending on pipe diameter A specialized tool makes all the difference when it fits the job. Perma-Liner and LightRay have developed an entire suite of specialized tools to fit any residential job.

Waterline Renewal Technologies is a leading provider of products, technologies, and services in the trenchless rehabilitation industry in the United States We deliver trenchless rehabilitation of degraded infrastructure through differentiated products, technologies and services, to prevent inflow and infiltration of drain, sewer and stormwater systems Waterline Renewal Technologies’ subsidiaries include APM (including product brands ConShield, CentriPipe and Permacast), LMK Technologies, Perma-Liner Industries, LightRay, and Pipe Lining Supply Waterline Renewal Technologies Corporate Headquarters is in Elk Grove Village, IL with distribution facilities across the United States.

Last year I saved over 550 hours of overtime and employee retention is at an all time high with the LR3

If the pipe is in too bad of condition to line it, or there are bellies in the pipe, we burst it.I use the LR3 to ‘catch the tap’, which means that I don’t have to cut the street, deal with the City for permits and most importantly put an employee in the street for traffic control

Eric Sorg, Bloomsburg, PA Franchisee

GOOGLERESERVE

AMUSTHAVE

By Ilene Hackett Medina, OH

Leveraging Reserve With Google

Dinner reservations Haircuts 5 am workouts In today's fast-paced digital landscape, customers seek convenience and efficiency when booking services

The Reserve With Google integration has proven to be a valuable (and free) tool for addressing these needs within our plumbing industry

What is Reserve With Google?

Reserve With Google is a feature that allows customers to book appointments directly through Google Search, Google Maps, and the Reserve With Google website It provides a seamless booking experience, enabling customers to easily find and schedule services with just a few clicks Alongside the home services industry, restaurants, fitness classes, museums, and salons also utilize this platform for bookings

Easy Setup and Seamless Integration

Setting up Reserve With Google was a breeze, spending around 30 minutes in Service Titan following simple steps to ensure the job types, business hours, and service areas are input correctly It does not require you to have Marketing Pro, and if you have more than one Google Business Profile, you can integrate multiple locations (Don’t use Service Titan?

Check with your CRM provider to see if they integrate, it is based off the Schedule Engine platform)

After setup, the feature was live within 24 hours, showing a very prominently placed “BOOK ONLINE” button on our Google Business Page

Automated Alerts for Instant Management

One of the standout features of Reserve With Google is the automation within Service Titan When a booking is made, a custom alert emails employees instantly and a red bubble populates on the Bookings Tab Since the customer has already input their information, job type, and a desired time for service, our CSRs are able to book and confirm the appointment in just a few clicks

The Results Speak for Themselves

Service Titan released this integration in midSeptember 2023. Both requests for service and the revenue generated from those requests has been steadily increasing each month In January and February of 2024, our franchises averaged 16 job bookings per month with 56% of bookings coming from new customers February’s average job ticket was an impressive $933 While we initially thought this might be a competitor for the rotorooter com ESchedule bookings, it appears those requests have also seen a steady increase throughout this same timeframe

A Couple of Cons . . .

Timeliness and efficiency are key with these bookings, as they average a 10% cancellation rate, with the most common cancel reason being “went with another company/no longer need the service ” The sooner we respond and confirm, the less likely we will lose a booking

Another small shortcoming is there is no quick “pause” button should your schedule availability become limited CSRs should be well-versed in how to save a booking request that we might not have availability for Of note: this integration should not be confused with the Google Local Services integration coming from your paid GLSA leads It operates in a similar way, however, these leads are at no cost to us!

A Marketing Must-Have

With its easy setup, seamless integration, and automated alerts, Reserve With Google ensures that booking our plumbing services is accessible and convenient for both customers and our office staff It’s another important piece of the lead generation marketing puzzle

“Our franchises averaged 16 job bookings per month with 56% of bookings coming from new customers... average job ticket an impressive $933”

HARNESSING CHATGPT & PLUGINSFORSUCCESS

By Keawna Mojanovski Columbia, TN

In the bustling world of plumbing services, every wrench turn and every pipe fitting counts towards delivering exceptional customer satisfaction As someone deeply invested in optimizing operations within your plumbing office, you understand the value of efficiency, accuracy, and seamless communication Whether you ' re tackling emergency repairs or managing day-to-day tasks, finding innovative solutions to enhance productivity and customer satisfaction is essential That's where technologies like ChatGPT and plugins come into play, offering unprecedented opportunities for success, regardless of your experience

Imagine this scenario: a customer calls in with a plumbing emergency, and you need to coordinate with your team to provide prompt assistance With ChatGPT seamlessly integrated into your office's communication channels, you can efficiently manage inquiries, schedule appointments, and provide initial guidance, all with the precision of an AIpowered assistant Whether you ' re a seasoned manager or a newcomer to the field, ChatGPT empowers you to deliver exceptional service and build lasting relationships with your customers

ELEVATE

The amazing thing about using Chat GPT or other AI-powered programs is that they learn your voice or tone In many of these programs, you can tell what tone, level, or even accent that you want. For example, if I were asked to write a portion of this article using ChatGPT in a Southern voice it would read like this:

But hold onto your hats, folks, ' cause there's more to it than that Even companies like Service Titan, a trusted name in plumbing circles far and wide, are raisin' the stakes with Titan Intelligence (TI), claimin' it's the "AI for the trades " This fancy tool ain't your run-ofthe-mill gadget it's tailor-made for folks like us in the plumbing biz, aimed at takin' automation to new heights

One nifty feature of TI lets your office spruce up emails right from the invoicin' system Yep, you heard me right! No more fussin' over typos or scratchin' your head tryin' to find the right words

TI's got your back, helpin' you draft emails that are as smooth as a freshly waxed floor. And that ain't all TI also works its magic on invoice detail notes, makin' sure every transaction is crystal clear and error-free Now, that's what I call a game-changer!

And mark my words, friends, this ain't the end of the road More companies like Service Titan and Sewer AI are cookin' up their own artificial intelligence programs, each one aimed at lendin' a hand and wherever Continued >>

you might need it most Whether it’s schedulin' jobs, managin' inventory, or wranglin' with paperwork, these AI helpers are here to make our lives easier and our businesses stronger

So, if you ' re lookin' to take your plumbing office to the next level, keep your eyes peeled for these newfangled AI tools With a little help from TI and its kin, you'll be runnin' your business smoother than a freshly unclogged drain.

By embracing these innovative technologies, Roto-Rooter franchise owners and managers can unlock a host of benefits:

● Increased Efficiency: ChatGPT and plugins streamline communication and automate routine tasks, allowing you to focus on delivering high-quality service to your customers

● Enhanced Customer Satisfaction: By leveraging AI-driven tools, you can provide personalized assistance and address customer inquiries promptly, fostering trust and loyalty.

● Improved Operational Insights: Advanced analytics capabilities provided by plugins allow you to gain valuable insights into your business performance, enabling informed decisionmaking and strategic planning

● Competitive Advantage: By staying ahead of the curve with cutting-edge technologies, you can differentiate your Roto-Rooter franchise and position yourself as a leader in the industry

Whether you ' re a seasoned professional or a newcomer to the plumbing business, the integration of ChatGPT and plugins offers unparalleled opportunities for success. With these tools at your disposal, you can elevate your operations, delight your customers, and achieve your business goals, regardless of your or your employee's knowledge and experience

MEMBERSHIP FORM

DEVELOPINGA

CultureOfSafety

By Jason Myers | Kansas City, MO

Spring is around the corner It’s amazing to watch the process of seed germination with the aid of technology The seed is placed underground where it is exposed to moisture The moisture surrounds the seed and breaks through the seed coat It takes a short time for the primary roots to push down and out into the soil Before you know it, the Coleoptile presses upwards and exposes the first leaf

Harry Truman once said, “Not all readers are leaders, but all leaders are readers ” Not every boss is a leader When was the last time you decided that you wanted to develop your skill set of leadership, organization, or perhaps your communications? Growth first begins within. How much time do you invest in personal growth?

Our schedules are filled from the time we get out of bed until our worn- out shell of a body collapses on the couch or bed if we are lucky But are our schedules filled with meaningful accomplishments? The average lawyer is average The average safety professional is average The average franchisee is average Do you consider yourself average? The seed going into the soil is a metaphor for humility The seed needs help to reach its full potential It needs the help of the soil and water We need help to grow too Admitting that requires humility.

Many of you do not have a safety person who dedicates their entire day to safety processes Maybe you don’t even have a team member that dedicates any time to safety at all Here are a few things

to help you introduce or reinforce safety at your organization

You can find help by listening to Podcasts The National Safety Council produces regular podcasts that are less than 30 minutes long This podcast provides you with bite size, nutrient dense material that is small enough to accomplish and large enough to make a growth difference at your organization

YouTube is a great place to find reputable material to enhance your safety culture Ally Safety is a great resource for toolbox talks, Safety, Rachel Housman is a Certified Safety Professional (CSP) who has 10 years of experience and is passionate about safety AllySafety com offers a subscription of 146 topics for toolbox talks that she has made with a mix of professional, educational, and entertaining content It takes 2-3 hours a week to prepare a toolbox talk Ally Safety makes it easy for you to promote safety in the workplace

No article about safety would be complete without mentioning OSHA OSHA offers great content that is budget friendly, You can download publications, print them, and hand them out to your team You can even order publications from their website and have them shipped directly to you for free.

Spring is a great time to think about developing your safety culture I have used these tools that I am sharing with you and have benefited greatly from them Let’s get growing!

The National Safety Council ON THE SAFE SIDE

Safety TOOLBOX TALK