Green Plumbing

No, by "green plumbing" we don't mean pretty flowers in toilet bowls. (But it's not a bad idea, huh?) Green plumbing really is part of the whole green building thing, which is finally all the rage now. It's about getting our built environments more in sync with The Environment by building with sustainability in mind and reducing our collective footprint.

But it can start one toilet at a time.

Low-flow toilets –
We supply and install the water-saving low-flow toilets and waterless urinals that qualify business customers of the Sonoma Valley County Sanitation District for rebates of up to $260 per fixture. Businesses on septic may qualify for the same rebates if they are a water customer of the City of Sonoma or Valley of the Moon Water District. Residential customers can also qualify for a $150 rebate when an old non low-flow toilet is replaced with one of the new ultra low-flow models.

Water leak detection and repair services –
Leaking toilets and dripping faucets waste a surprising amount of water, and leaks on outside lines can be just as costly. We can diagnose and repair all types. Check your leak factor before summertime usage really hits home.

Trenchless sewer repair –
Minimize site disturbance and erosion with our patented no dig method of pipe relining, a cost effective alternative that offers the structural strength of new pipe.

BioSmart –
Rather than caustic and toxic drain cleaners, Boden Plumbing recommends maintaining the health of drain systems with the application of naturally occurring bacteria. The product we use and recommend to our customers is BioSmart. We find it works well to keep kitchen lines clear and is particularly helpful to our winery, restaurant, and other food service customers.

Nature’s Miracle™ whole-house water systems –
At Boden Plumbing we feature an activated carbon whole-house filtering system that improves on both water softening and reverse osmosis systems. RO wastes 3 to 4 gallons for each gallon of filtered water provided – and increases the acidity of the water. Water softeners add salts, which make the water unusable for drinking and gray water. Nature’s Miracle™ maintains the water’s mineral content while reducing scale buildup and delivers clean water through every fixture.

Find out more about the possibilities of green building at these websites:

:: New Homes Green Build Check List
:: Green Build Initiatives in Northern Calif.
:: Build It Green (dot) org

Or e-mail us here at Boden Plumbing. We'd be happy to tell you more.

Happy Spring in the Bathroom

Now that's a urinal!

These out of the ordinary fixtures are made by San Francisco-based artist Clark Sorensen. You can see more of his work at www.clarkmade.com




Happy Spring everybody.

What's that Funky Sewer Smell?

It's not unusual to get a call from a customer complaining about a sewer smell coming from one or more toilets in the house. From our experience, there are a few potential causes and solutions.

Sewer smell can be caused by the water level in the toilet bowl dropping too low and allowing sewer gas from the system to enter through the toilet. Water can also evaporate from the bowl of an unused toilet, such as in a basement or guest room. The solution is to regularly flush a toilet that is not used often.

A damaged wax sealing ring under the toilet can allow sewer gas to seep out into the bathroom. If your toilet rocks or moves, this may be the cause. Unless you're comfortable replacing the sealing ring, you may want to call us.

Another common source of smells is organisms that normally reside in the sewer and move to the house side of the toilet trap. The problem most often occurs during hot and humid weather. Try pouring several cups of household bleach into the overlfow pipe of the flush valve inside the tank.

Smells in a bathroom can also be caused by drains in a bathroom that are not properly vented, or the vent is clogged. A vent can become clogged with a bird's nest, body of a bird, etc. A vent can also become clogged at the fixture connections with grease, soap scum, etc. A clogged vent requires running a snake down through the vent pipe from the roof. Climbing around on a roof is tricky and best left to professionals who have the proper equipment and experience.

Check back for more plumbing tips. You can also e-mail us here at Boden Plumbing - or call us at 707 996 8683, with your questions.

Can We All Agree?

Customers routinely ask about the benefits of a service agreement and whether they should bother purchasing one, especially after we just installed a new system or performed a major repair in their home. The answer, of course, is a resounding "yes."

We are all busier than ever these days. Procrastination is human nature. We all know we should get the car in for a tune-up or visit the doctor for an annual check-up. But how many of us wait until the last minute to make the call, or worse yet, until something goes wrong?

Most plumbing systems are not as complex as an automobile or the human body - though to some, they may seem that way - but the benefits of preventive maintenance are just as valuable. Just like auto tune-ups and medical check-ups, our service agreements were created with prevention in mind. Most plumbing problems don't develop overnight. They can almost always be detected months or years in advance. A service agreement gives our plumbers the opportunity to inspect your system, detect problems and provide solutions long before disaster strikes. We'll even contact you when it's time for your check-up.

A service agreement is a small investment that can yield tremendous savings. As a preferred customer, you're entitled to discounted rates on all our services with priority scheduling, a yearly water heater flush, a 323-point inspection, and a video of the sewer line - not to mention the peace of mind knowing the plumbing in your home has been frequently and properly maintained.

Rest assured, plan ahead, save money every time - ask about our Customer Assurance Plan today. email us

Plan to Conserve Water

Reducing unnecessary water use doesn’t just make for good karma, it saves you money on your water bill! But why wait for the summer months – when water usage reaches its peak - to think about saving water? Act now to reduce use. When summertime comes you'll have a better idea of how much water you really use inside - before you turn on the irrigation outside.

First and foremost - stop the leaks
You’d be surprised how much water goes down the drain as a result of leaking faucets and connections or running toilets. If you need the cold hard facts, visit this USGS website to find out just how much one leaky faucet can set back your water budget. Check it out.

Also, it’s a good idea to have a separate shut-off for your irrigation system so that if leaks develop outside – and they often do – you can shut your system down until repairs can be made without affecting the house supply.

Replace your old water-hungry toilet
The toilet is certainly the largest water user inside your house, so take advantage of the Sonoma County Water Agency’s rebate program and replace any old non low flow toilets. The water agency will reimburse Sonoma Valley County Sanitation District customers (sewer customers, not septic users) $150 for each high-efficiency toilet installed in a residence and $260 for each low flow toilet installed in a business – when you are replacing an old non low flow model. Not bad!

...and water-hungry clothes washer
Rebates are also available for installing water efficient clothes washers; check with Valley of the Moon Water District (996-1037) or City of Sonoma (938-3681) for more info on what appliances qualify for rebate. On septic? You may still qualify for the same rebates if you are a Valley of the Moon Water District customer or get your water from the City of Sonoma. Check with your water supplier for details.

Choose appropriate plants
Customers in our service area enjoy a Mediterranean climate, which means hot dry summers. With so many wonderful choices available, there's really no excuse for watering plants adapted to a different climate. Reducing turf area to a sensible minimum and growing plants best suited for your area automatically reduces your irrigation use.

...as long as you follow thru and water less, that is
Duh! But you'd be surprised - you might even surprise yourself. Seriously, remember to adjust your watering schedule to match your new heat- and sun-loving landscape. Also, include plenty of hose bibs in your outside set-up for easy hand watering and spot watering.

Would you like more information? Visit www.h2ouse.org for more details on wise water use.

Got Frozen Pipes?

It's been COLD in Sonoma Valley for a few too many days now, and the weather services are predicting another sub-freezing night tonight. Given the prolonged cold snap, it's even more important that you guard your exposed pipes from these ice-inducing temperatures.

Here are a few steps to take to keep your pipes from freezing:

• Keep a trickle of water running from the faucets.
• Beam a heat lamp or small heater at exposed pipes.
• Wrap uninsulated pipes with newspapers, heating wires, foam, or self-adhesive insulating tape.
• Keep doors ajar between heated and unheated rooms.

What If Your Pipes Do Freeze?

A faucet that won't yield water is the first sign of frozen pipes. But even if pipes do freeze, you can thaw them before they burst if you act quickly.

If a pipe does freeze, shut off the water at the main shut-off valve and open the faucet nearest to the frozen pipe so it can drain as it thaws. Be sure to waterproof the area with containers and plastic drop clothes in case leaks occur. Then, use one of the following methods to gradually warm the frozen pipe. (Be sure to work from the faucet toward the iced-up area.)

• Propane Torch with a flame-spreading-nozzle: The torch will quickly thaw a frozen pipe. Safety Tip - Shield flammable areas with a fireproof sheet, don't let the pipe get too hot to touch.
• Hair Dryer: Used like the torch, a dryer will gently defrost the pipe.
• Heating Pad: Wrap a length of pipe with a heating pad.
• Heat Lamp: For pipes behind walls, floors, or ceilings, beam a heat lamp 8 or more inches from the surface.
• Hot Water: If no other method is available, wrap the pipe (except plastic) in rags and pour boiling water on it.

When loosening frozen connections, instead of using a wrench to force nuts and couplings frozen in place, douse the connection with penetrating oil. Wait half an hour; then loosen with a wrench.

This information comes by way of the All About Home website. Check it out.

Thank You!

We appreciate all of our customers, and it really matters to us when they appreciate us back. We recognize that our success in business is all about being responsive - and responsible - to the people who put their trust and confidence in us.

Each of our invoices has a postcard attached asking for feedback on the service call. We think it's a big deal when someone goes to the trouble of filling it out and sending it in to us. Below are written comments we have received beginning in December 2006. (We add to this post periodically as more comments come in. Last updated - 12/31/12.)

Response time was awesome - your repairman showed up within 30 minutes of our call. New toilet looks/works great - very clean work. Never had a better plumbing experience.G.L.

Chris is very nice and efficient.C.D., Sonoma

Guys were great. Didn't say I need to do extra. Just came in and did what was needed. No pressure. Asked questions, very helpful.C.C., Sonoma

Service was prompt and done fast.D.W., Sonoma

If we weren't moving to Oregon we would definitely continue to use Boden Plumbing. we have been extremely satisfied every time we have had to call. We will be recommending your company to the new homeowners. Thanks very much!J&H.A., Petaluma

Thrilled to receive such prompt service! PG&E was thrilled also. I will be a repeat customer.E.D., Sonoma

Well done. Thank you.B.J., Sonoma

A satisfied customer!E.G., Sonoma

He tied my shoelace!! (Casey)E.D., Sonoma

I can't comment on the employee's appearance or attitude on the day because I was not there, but the tech was very nice on the phone. I called because I was a former Gene's Plumbing customer and I had the number. Thanks for the prompt service.C.K., Sonoma

Always extremely pleased both with the employee and the job done - will always call Boden for all plumbing needs.A.C.

The work was done fast., Everything was clean and spotless when he left. Thank you.G.R., Sonoma

Return for repair was very prompt. Thank you.E.K., Sonoma

Chris came to the house and was nice and patient with answering my questions. He did a great job. Thanks.J.A.

Chris was terrific! Extremely personable and efficient. He checked a faucet for me as well. I'll always call Boden.S.G., Sonoma

I met and talked to Casey after I saw his truck. Chris did an excellent job under difficult conditions. I appreciate it.B.B., Sonoma

Thank you for your patience!E.M.

Casey was very friendly and helpful.J.H., Sonoma

This was a difficult time for me and your company made it all OK. Thank you so much for your promptness to fix my problem.N.R., Sonoma

Always really pleased with your representative and work always well done and quick. Thanks!A.C., Sonoma

Appreciated the quick repair.G.H., Sonoma

I found you through a newspaper ad and saw you at the Watersense workshop. I have recommended your services to two others already!J.C., Sonoma

Tom installed our two new toilets and was very nice and did a good job for us.A.B., Sonoma

Thanks again, Terry! I really appreciate your quick response.M.R., Sonoma

Chris was just wonderful, going above and beyond the call of duty by advising me (successfully) regarding other appliances. His co-worker Alan was very sweet. both were timely, professional, and diligent - a joy to have in my home. Thank you!L.B., Sonoma

Great service. Thank you!P.W., Sonoma

I only use your company - good reputation and work response!K.H., Sonoma

I call you with confidence because I know the job will be well done!J.L., Sonoma

Residents in LaMancha Complex are satisfied with your work. Casey has been so kind and helpful and also your office staff.L.D., Sonoma

Knew about Boden and was anxious for service, which I got. Thanks.R.D., Sonoma

Repair job performed very quickly, as usual. Additional small repairs very appreciated. Thanks.C.M., Sonoma

Thanks for covering your shoes - very thoughtful and much appreciated. Great idea.M.S., Sonoma

I have had you folks for nine years and am very pleased with you.M.R., Sonoma

We are land owners of two dupexes and two houses in Sonoma and Santa Rosa and we always phone Boden. Thank you!C.B., Sonoma

When I called this time for service, the phone representative was pleasant and courteous - and the work performed was excellent. The plumber who came was neat, clean, pleasant and courteous. I thought the service charge was about right. I would use Boden Plumbing again. I've been satisfied on previous occasion also.
M.J.

Good job! Helpful employee (Alan).J.K., Sonoma

Gabriel and Alan were super nice and explained all the options available to address the issue. Thanks!K.D., Sonoma

I love all of you!J.L., Sonoma

Casey did a good to excellent job, especially considering the age and condition of the plumbing.B.B., Sonoma

Thank you for getting to my job.S.B., Sonoma

Just excellent as always - this is why we use you.A.G., Sonoma

Good job, Chris. Thank you!A.U., Napa

I thought Chris did a very good job on my toilet and found the cause of my bathroom leak. He exceeded my expectations! I would highly recommend your company to others.A.B., Sonoma

Staff seemed to have long term solution to main line problems.J.K., Sonoma

Thank you for your prompt service.Anon., Sonoma

Thank you for prompt response, so appreciated. And what a pleasant and courteous young man Chris is. Go Giants!M.J., Petaluma

I could not have been more satisfied with Gabe's workmanship. He was thorough and exacting. He is an excellent representative of your organization.J.P., Sonoma

My dog goes to the Dog camp so I see your sign. When I called, the phone representative was pleasant and courteous - and the work performed was excellent. The plumber who came was neat, clean pleasant and courteous. The service charge was actually less than expected. I would use Boden Plumbing again.S.D., Sonoma

Nice young man!M.B., Sonoma

Thanks for taking care of the problem on my premises in my absence. My good neighbor made the call for me.E.G., Sonoma

I appreciate doing business with Boden, especially your honesty and fair price. I thank you.D.F., Sonoma

Employees came in full force to take care of a difficult sewer problem. Good job! Thanks for the quick response.T.G., Sonoma

Thanks for the quick turn-around and great service!M.R., Sonoma

Tom is the best in town. I have been a customer since Gene's Plumbing retired.K.H., Sonoma

Thank you for the fast response.R.C., Sonoma

Absolutely fantastic service. Prompt, efficient, on time, wonderful professionalism, great product, great follow through. You guys are awesome. Yeah, Alan!C.B., Sonoma

Chris is professional, hard working and a nice person. He is very loyal to Boden Plumbing and also respectful of the needs of the customer.L.H., Sonoma

Appreciated the same day service.M.F., Sonoma

Chris was great! Polite, thorough, fixed the problem, provided options. Good!!S.J., Napa

Alan is very nice and efficient, and he responded promptly to my call. Boden is fortunate to have him!C.D., Sonoma

A big thanks for quick and efficient service!J.F., Napa

We called because Tom works for you - the reason we called in the first place! He's great, as are all your employees.P.M., Sonoma

A satisfied customer!E.G., Sonoma

Tom was a courteous expert. I would ask for him (if available) again.A.M., Sonoma

Always extremely pleased both with the employee and the job done - will always call Boden for all plumbing needs.A.C., Sonoma

Chris came to the house and was nice and patient with answering my questions. He did a great job. Thanks.J.A., Sonoma

Thank you!another local business, Sonoma

The work was done fast. Everything was clean and spotless when he left. Thank you.G.R., Sonoma

Work performed was excellent and the tech was neat and pleasant. I did not consider price & installation fee. I assume they were proper and am happy with the job. You were recommended to me.G.S., Sonoma

Happy to call you again for further service.P. O'C., Sonoma

Chris was very good. Service call timely and he explained the situation well. Good job, as usual!B.L., Sonoma

Explained clearly about his repairs and the condition of the plumbing.B.L., Petaluma

Tom was so good. He came in and got his work done and explained everything to me.E.K., Sonoma

He tied my shoelace!!E.D., Sonoma

If we weren't moving to Oregon, we would definitely continue to use Boden Plumbing. We have been extremely satisfied everytime we have had to call. We will be recommending your company to the new homeowners. Thanks very much.J&H A., Petaluma

Guys were great. Didn't say I need to do extra. Just came in and did what was needed. No pressure. Asked questions, very helpful. I will be getting a new water heater soon.C.C., Sonoma

Well done. Thank you.B.J., Sonoma

Thrilled to receive such prompt service! PG&E was thrilled also. I will be a repeat customer.E.D., Sonoma

I wasn't there, but tech was very nice on the phone. Thanks for the prompt service.C.K., Sonoma

Response time was awesome - your repairman showed up within 30 minutes of our call. New toilet looks/works great - very clean work. Never had a better plumbing experience. Thanks.G.L., Sonoma

Chris is very nice and efficient.C.D, Sonoma

A job well done. (responsive, courteous, professional, neat and clean, value for the money)C.F., Sonoma

The neatness and cleanliness is a plus and appreciated.A.K., Sonoma

I love your work, people and fast turnaround! You are the only plumber for me (since 2001).M.R., Sonoma

We had a broken water pipe (toilet). water gushed but Boden came within 12 minutes to stop the water explosion and also installed a new toilet.R.C., Sonoma

Very helpful. Thanks for the speedy service.J.P., Sonoma

Casey was thorough and fast and very nice. Thanks again! (I like your trucks.)S.W., Sonoma

You guys are great. Thank you so much.
D.K., Sonoma

Good job -- well done.J.McN., Sonoma

We used to go to Gene's Plumbing, but as you know Gene passed away and you bought his business. Tom, our plumber today, is tops. I would use Boden again.R.C., Sonoma

Employees very helpful -- answered questions and were careful.C.K., Napa

Casey is not only a very fine technician but also a gentleman.R.W., Sonoma

The guys were great. Pleasant and cleaned up the job great!M.W., Napa

Shane was very nice. Knowledgeable and able to fix the problem.M.W., Napa

My sincere thanks.S.T., Sonoma

Casey was great. Job well done. Thank you!P.McT., Sonoma

We recommend you to all our friends. Thank you for such wonderful service.V.B., Glen Ellen

Shane was very helpful to us. We liked the fact that he took time to explain what he was doing.K&M. B, Kenwood

Plumber was very courteous. Answered some questions I had. Service was very prompt.E.M., Sonoma

Thanks again!M.R., Sonoma

Shane was very helpful. Thank you very much.D.M., Sonoma

Thanks for getting the job done quickly.B.A., Sonoma

Good work.N.W., Sonoma

The phone representative was pleasant, and the person who came was neat and pleasant. The work performed was excellent. I have no idea what the charge should have been. I was happy to pay just so it could be taken care of fast. I am a repeat customer - and I would use Boden again.P.W., Sonoma

Very nice work in every respect.E.N., Sonoma

We called because our usual plumber couldn't get here that day. We would use your company again.M.D., St. Helena

Tom was very helpful and pleasant and knowledgeable. He didn't make a mess. Everything was neat and tidy when he was done.M.E. M., Napa

Both service men worked carefully and neatly. Alan answered our questions very thoroughly and demonstrated how to do certain safety procedures. We hope to be very happy with our new water heater! (P.S. We would recommend Boden Plumbing to others)E.&L. H., Petaluma

Chris is professional and very efficient. A nice thoughtful person. I vote him "employee of the year."L.H., Sonoma

Shane and Chris were all you could want employees to be. They introduced themselves and were friendly and knowledgeable. They were neat and kept me informed all along the way. They checked everything I asked them to check.N.F., Santa Rosa

I would call again!E.D., Napa

Appreciated prompt service and new & improved kitchen faucet.M.L., Sonoma

Shane did a great job. Kept working on a tough faucet job until he solved & fixed the problem. He is a credit for your company.H.S., St. Helena

Repair done in one hour! Great!V.N., Sonoma

Quick phone answer and service to home.R.F., Petaluma

I was satisfied with the prompt, efficient way my problem was solved. Also, people were nice.S.S., Sonoma

Shane was very helpful. Thank you very much.D. M, Petaluma

You're the best!K.H., Sonoma

These two young men were a credit to their families! As nice and helpful as possible - and handsome besides! Made me wish I were 70 years younger! They did their work efficiently and quickly.B.N., Sonoma

Shane was a wonderful person. So polite and nice. I was happy to meet him - besides doing a great job.J&C W., Sonoma

You were recommended by our neighbor. We would use Boden again. Very good.M.S., Sonoma

Thank you for your prompt response.K.H., Sonoma
Alan is an outstanding young man - a real asset to your company.W&I T., Sonoma
Alan did a great job! Also, having an answering service that gets you to a live technician (or business owner) is what got you this job (3 other places asked to be paged).D.B., Petaluma

Wonderful service. Prices seem right, I just wasn't expecting to replace copper. But it all turned out.M.M., Sonoma

Casey and his partner were pleasant, informative & explained everything.D.G., Sonoma

Excellent, as always. Thanks.S.M., Petaluma

Shane is very nice and did the job capably and efficiently!J.F., Sonoma

It was very nice to meet and talk with Mr. Boden about what my problem was all about. Thank you.A.C., Sonoma
Your phone representative was pleasant and the work performed was excellent. And I thought the tech was neat and pleasant. The charge for service was actually less than I expected, too. I would use Boden Plumbing again.C.R., Sonoma

I needed a really good plumber as quickly as possible. I couldn't be happier.B.R., Sonoma

Thanks - Shane is an asset to your company.H.P., Sonoma

It's nice to work with all of you - Terry, Jeri, Tom and Shane. Thanks!J. @ Sebastiani, Sonoma

Your prompt response, your concern to re-connect the water, and your respect to a senior were most appreciated. You listened, were on site and acted. Mahalo!
L.T., Sonoma

We would definitely have Boden Plumbing do any work needed ever and highly recommend you to anyone. The experience with Shane let us know we chose the very best company.F.H. and D.W., Petaluma

Shane did a beautiful job - keep up the good work.A.P., Sonoma

What can I say? The job was done right the first time.R.S., Petaluma
I so appreciated the prompt response when I called re: leaking water pipe in laundry room. Both employees were most helpful in doing the repair.M.L., Sonoma

Very fast service and fast response.C.B., Sonoma

Chris was great. He came out to us at 4 p.m. on a Friday. That is the best kind of service. He helped us when we couldn't find any other help.L., Napa

The men did a beautiful job of installing the water heater. I will definitely call Boden when I have other plumbing problems.D. D.L., Sonoma

Very satisfied. Thanks so much for great service.H.A., Petaluma

I really appreciate that Chris took the time to explain what he was doing and to answer all of my questions. He is very personable. Years ago Terry was the same when he did the work. I am impressed.L.B., Sonoma

Employee was great - very helpful!D.H., Napa

Thank you so much for your prompt services this week. The leaky shower valve was causing distress to our tenants and you saved the day.
P.N., Glen Ellen
Wow! Thanks for such incredibly prompt & efficient service! We are particulary pleased with your prompt attention to our difficulty. Can't comment on Casey's appearance and attitude, but I'd guess it was absolutely perfect - we just weren't here! Thanks.
S.C., Glen Ellen

Thank you once again.
A., Petaluma

Very good job. We like Casey and Alan, too! Thank you.S.M., Sonoma

Shane was respectful, friendly, and informative. He offered choices/options which made me feel I could trust his advice and expertise. He fixed the bathroom leaking promptly and cleaned up.
J.S., Sonoma

You were a blessing today!
H.N., Napa

Shane installed a new faucet for us. It's a beautiful faucet and works great! The technician was very courteous and efficient. We're very pleased!
N.T., Sonoma

I was very impressed with Casey's consistent use of paper booties any time he entered the house! Thanks!
D.F. and A.H., Sonoma

Thank you all for your fast and excellent service. My family has used a different plumbing service in Sonoma for many years but had become dissatisfied with them. My mother used your company a short time ago and we were all impressed with her feedback. We will recommend your company.
C.S., Sonoma

It is rare these days that I get a “Thanks” for my business note. We love our new hot water heater. The two gentlemen that installed the water heater were prompt, efficient, nice, courteous, clean, and informative. (What a rare combination of great qualities!) Please send and give them a pat on the back for a job well done! You will have my future business based on my experience with Boden Plumbing. Thanks again for supplying a quality product with quality people!
H.K, Sonoma

Outstandingly prompt attention to our needs.
L. & R.F., Sonoma

Keep up the good work!
J.J., Sonoma

Both (technicians) were polite and efficient. Very helpful and tactful. They pointed out helpful solutions to our problem.
S.M., Napa

Thank you for your quick response for our urgent plumbing need. Chris kept us informed of his work and what further was needed.
T.G., Sonoma

Your technicians showed up on time as promised. This was really a help in this busy time.
M.S., Sonoma

Thanks for waiting for me – I was late!
G.N., Sonoma

A very nice experience. Your employee was neat and pleasant, and the work performed was excellent. I will use Boden Plumbing again.
E.F., Sonoma

Thank you!

We also try to follow up all of our service visits with a telephone call - just to make sure everything was taken care of and there aren't any unaswered questions. We think this extra step is important in allowing us to catch those customers who might be too busy to send in the card - or reluctant to voice concerns we need to hear.

When we can, we also like to contact customers through the web. We send an occasional newsletter when there's something to report or a special offer we think our customers would like to know about. Add your e-mail address to our list (see sign-up in the righthand column) and you'll be included!

If you're looking for a way to make - and maintain - contact with your customers, clients or network, we can recommend Vertical Response, a web-based marketing/communication tool. Check it out!