He would be responsible for locating pipes that were beyond the capabilities of the line locating equipment and assist service technicians on deep excavations. He needed advanced plumbing skills and a familiarity with applicable building codes and O.S.H.A. Safety Orders for safe trenching. He needed an intimate knowledge of applying inspection cameras and jetter technologies. He had to be an independent thinker in the field with the ability to close sales and write a tight contract. He would carry the authority to take over an ongoing project if necessary. In short, a rover position required superior skills in all facets of the plumbing and drain cleaning business and advanced skills in associated technologies.

He was an estimator, a trainer, a negotiator and a service technician's best friend in the field. He would not only make sales for the service technicians, which increased their income, but he would teach them how to do it themselves, by example. When a rover is on the job, the tech makes more money, so does the company — it's a win-win situation for all concerned, including the customer. Customers benefit from the rover's accurate diagnosis and experience. They are comforted by the notion that they are in direct contact with an experienced individual, committed to the concept of getting-it-right the first time, in an efficient and professional manner. How a rover performs rubs off on the service technicians that called him for assistance.

My rover carried a camera, a line-locator and a few specialized hand-tools at all times. Anything else he may have needed was already on the job in the technicians' trucks. A rover travels fast and light — he scampers about among your jobs in progress. He was on 24-hr. call if a serious problem arose. He eliminated numerous, potential customercomplaints by anticipating them and never allowing those objections to occur. The result is a smoother, hassle-free job with satisfied customers that gladly pay for a job well done.

In a small company the rover is usually the owner himself. My rover was me. For five years I hopscotched from one job site to the next. Not all jobs, just the toughest ones where my men needed help. That's how a rover develops a high skill level, by doing difficult jobs one after the other, stretching his skills and learning everyday. Every time his wits are challenged on a not-so-obvious diagnosis, or he encounters a new twist on an old problem, he learns something new. We've all been there. What's really happening is that he is learning bits and tricks from your other men—he is like a sponge. His bag of tricks grows daily. Then, by helping others, he transfers that information throughout your organization.

There is a very special benefit to having a rover. Every time he assists someone, it is an opportunity to train your men in the field—where it counts! A rover keeps your men sharp by continually learning, teaching and sharing information.

When the rover shows up on a job he takes complete control of the presentation. When he arrives, the tech that is already on the job should bring the rover up-to-date quickly and then take a quiet secondary position. The rover should do all of the talking from this point on. In the customer's mind the rover was called to give his expert diagnosis; he is the second opinion the customer wants. The rover is the expert who shows up with the latest technology at his fingertips. He's the answer-man. So, who needs a rover? Everybody does—because it pays off big.

Suppose you are just beginning to get involved in cameras, locators and jetters, (CLJ's). Your first CLJ set-up should go to your rover. He must be available at any time for anybody on your crew.