If you've ever called Fix it Frankie® and been greeted by a warm, no-nonsense voice on the other end, that was probably Ethyl.
Ethyl has been running the office for seven years. She schedules every job, checks in with every homeowner after a visit, and — this is not a joke — keeps a spreadsheet of every customer's dog.
Her rule: nobody waits more than four hours for a callback. It's why our response times are what they are.
'People remember how you made them feel more than what you fixed,' she likes to say. She's right. She usually is.