"What I learned by going Undercover!" with Undercover Boss Rick Arquilla of Roto-Rooter

Rick Arquilla took off the suit and put on the work shirt (complete with a first name patch) to learn what really happens on the front line of his company. He spent time clearing drains and managing customer service calls. I know Rick as a savvy business executive and the president and chief operating officer of Roto-Rooter Services Company. He is also a sensitive guy who cares about his team. He has a lot to share! Roto-Rooter is North America’s largest provider of plumbing repair and drain service. Rick oversees the operations side of Roto-Rooter’s business and spends much of his time at branch locations working with general and regional managers to ensure that Roto-Rooter is providing top quality plumbing and drain service. Let’s discover what he learned on the front line...undercover! We'll discuss...

• You went undercover on Undercover Boss, the hit TV show! Lessons learned…? Biggest surprise?
• Roto-Rooter launched a green plumbing program this year called ROTOGreen. How will it help homeowners and businesses?
• The evolution of the company...what are the pivot points that have kept Roto-Rooter at the top?
• What advice would you give entrepreneurs with a good business idea? You have a lot of experience with business owners…what do you look for as a “success characteristic?”
• What do you go to the WALL about? What do you always do or never do at Roto-Rooter.
• What are you concerned about as you look to the future? What gets you excited about the next few years?
• The recession has taken its toll on lots of iconic brands. How has Roto-Rooter fared?
• Congratulations on your 75th anniversary! What’s next?