Nora Dozier

What does your role look like day to day?

I'm the hub of everything that happens off the job site. I handle incoming calls, coordinate the schedule, make sure the guys have what they need before they head out, and follow up with customers after jobs are done. When someone calls with a plumbing emergency, I'm usually the first voice they hear — and I take that seriously. People are stressed when they call us. My job is to make them feel like they called the right place.

What do you think sets Father and Sons apart from a customer service standpoint?

We actually answer the phone. That sounds simple, but you'd be surprised how many plumbing companies let calls go to voicemail. We also give honest estimates before we start work — no surprise invoices at the end. I've heard too many horror stories from customers who got burned by other companies. We don't operate that way, and part of my job is making sure that standard stays consistent.

What's it like working in a family business?

It's everything you'd expect — a little chaotic sometimes, always meaningful. Jeff and Kaleb are both incredibly hardworking, and that sets the tone for the whole team. There's a real sense of pride in what we do. This company has been serving families in this area for over 70 years. Being part of that legacy is something I don't take lightly.

Any tips for homeowners calling in for the first time?

Have a rough description of the problem ready — even just 'my toilet won't stop running' or 'there's water under my sink' is enough to get us started. If you can tell me when it started and whether it's getting worse, even better. The more I know upfront, the better I can match you with the right tech and give you an accurate time window. And don't hesitate to ask questions — that's what I'm here for.