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UNDERCOVER BOSS
Plumbing services company Roto-Rooter's most important employees are those in the field, president and COO Rick Arquilla says.
"Our brand building comes from every time a customer service rep answers the phone and says, 'RotoRooter, how can I help you?' " Arquilla says. Even though Roto-Rooter is an established brand, "that only gets you the first phone call. Beyond that, it's up to the employees."
Arquilla recently got a firsthand look at how effective his employees are when he went on the CBS reality show Undercover Boss. Under...