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Robert Klein founded Safeguard Properties in 1990, and his motto has always been that customer service equals resolution.
In his early years, one of his properties suffered $18,000 in plumbing damages because of a mistake made by one of the company's contractors.
"We have a problem," the client's CEO said in a phone call to Klein.
"We don't have a problem," Klein replied. "I have a problem. You hired me to do the job right, and it wasn't."
Despite the...