As avid DIY people, we always try to do the job ourselves first. When this didn't work out for us, I gave Mike a call. He gave me a bunch of tips and tricks to try, and said I could give a call back to schedule if I couldn't figure it out. We kind of laughed about this, as it was so unexpected that he didn't try to book a spot on our schedule right away, but appreciated that he really upped our DIY plumbing knowledge first. We did, in the end, schedule with him, and they did an excellent job on the work we needed done in our aging home.