How to Use the Rule of 3’s In Septic Quotes | with Mason Rickner

How to Grow Your Septic Business Quickly: Proven Strategies from Mason Rickner

Are you looking to expand your septic business and stand out in a competitive market? Mason Rickner, owner of K&M Excavation in Oklahoma, shares the insider tips and real-world insights that helped his company go from new startup to highly reviewed service provider in just five years. Whether you’re just starting or looking to scale, Mason’s approach to service, team culture, and strategic growth can transform your business. In this post, learn how Mason built his reputation fast, implemented effective customer systems, and stayed true to core values—all while navigating the challenges of a crowded industry. Dive into practical strategies that you can apply immediately to elevate your septic service business.

The Power of Exceptional Service and Reputation Building

One of Mason’s key success factors is his relentless focus on customer service. “When you actually care about somebody, and you’re going there to help them, you’re building relationships,” he explains. His team incentivizes reviews by telling customers they’re aiming for a “six-star experience” instead of just five stars, encouraging genuine enthusiasm and word-of-mouth referrals.

**Strategy tip:**Offer a superior experience—professional appearance, respectful communication, and cleanliness—and then ask for reviews. Mason’s team even offers bonuses to technicians for hitting review targets, which fuels a culture of excellence.

By consistently exceeding expectations, Mason’s company went from no reviews to over 250 within five years. His secret? Focused customer communication, professional presentation, and actually caring about each client.

Developing a Strong Team Culture—The Secret to Consistency

Mason emphasizes hiring for attitude over experience. “I want guys with a good attitude that I like talking to,” he says. For him, charisma and kindness are more important than technical skills because they can be trained. His hiring process involves initial conversations that resemble a casual chat, allowing him to assess how well candidates communicate and treat others.

**Pro tip:**Implement a 90-day trial period where new hires get to prove themselves. Mason adds, “If you can’t hold a conversation and act like a normal person in that fifteen-minute interview, then you’re probably not a fit.“Another key to team cohesion? Building relationships through simple, everyday practices—like morning coffee chats about family or weekend plans. Mason shares, “I’ve found that knowing about their lives helps create a culture of trust and loyalty.“

By nurturing personal connections, Mason’s company maintains high morale, reduces turnover, and ensures that employees embody core values like respect, professionalism, and customer care.

Implementing Systems and Metrics for Business Growth

To scale effectively, Mason tracks specific metrics that matter. “Our focus is on five-star reviews, but also daily average jobs and revenue per call,” he states. His team aims for an $800 to $1,500 daily revenue target per technician, which encourages upselling and efficiency.

**Key system:**Using tools like Jobber, Mason automates follow-up requests for reviews, making it easy for customers to share their positive experiences. “Most people are happy to help if you ask, but you have to do good work first,” he notes. Additionally, Mason emphasizes the importance of offering multiple quotes—”the Rule of 3’s in septic quotes “—to guide clients towards options that best fit their needs. This not only increases sales but also builds trust through transparency.

**Tip:**Focus on quality over quantity. “I’d rather a team member do fewer calls with higher-ticket sales than rushing to get as many pumps done as possible,” Mason advises.

His approach ensures steady growth without sacrificing service quality or employee satisfaction, creating a sustainable model for long-term success.

Overcoming Challenges: Letting Go and Building Systems

Mason’s journey hasn’t been without hurdles. His biggest challenge? Learning to delegate and trust his team. “Letting go of jobs and authority is tough, but necessary,” he admits. He’s been gradually transferring responsibilities, like assigning a new office manager to oversee field operations, which frees him to focus on big-picture growth. He also shares candid insights about managing portable toilets, which he describes as “the most challenging and frustrating” part of the business. Yet, despite the difficulties, the revenue potential keeps him committed.

*Tip for entrepreneurs: *Start building leadership early and hire people you trust to take over key roles. “Surround yourself with good people and ask for help—it’s vital for growth,” Mason affirms.

How to Differentiate Your Business in a Crowded Market

Mason’s philosophy is simple: don’t compete on price. Instead, he focuses on professionalism, customer relationships, and delivering consistent, high-quality service. “Our trucks cost what they cost; we charge what we charge,” he says. His team differentiates through a polished appearance, respectful communication, and a genuine desire to help. He also emphasizes transparency and framing different service levels—”the rule of 3’s”—to give clients options and peace of mind. This approach aligns with his overarching goal: building trust and long-term relationships rather than just completing one-off jobs.

**Advice:**Invest in branding, employee training, and technology like SeptiLinkto provide clients with real-time updates and insights. Mason states, “It’s a game-changer, especially in more remote areas.”

Conclusion: Take These Lessons to Your Business

Mason Rickner’s story demonstrates that with a focus on service excellence, team culture, strategic metrics, and authentic relationships, a septic company can grow rapidly and sustainably. His advice? Don’t be afraid to ask for help, invest in your team, and prioritize quality over chasing low prices.

**Next steps:**Evaluate your current customer interaction, team hiring practices, and growth metrics. Implement small changes today—like asking for reviews or fostering team relationships—and watch your business flourish. For even more insights, check out Mason’s full story and tips in our podcast episode linked below.

Watch the full conversation here: How to Use the Rule of 3’s In Septic Quotes | Interview with Mason Rickner

FAQs

Q: How did Mason grow such a large number of reviews in just five years?

A: Mason’s team focuses on exceptional service, professionalism, and actively asking satisfied customers for reviews. Offering bonuses for reviews and building strong relationships are key factors.

Q: How does Mason ensure consistent quality with rapid growth?

A: He emphasizes hiring for attitude, creating personal connections through team check-ins, and implementing clear metrics like review targets and revenue goals.

Q: What are the challenges of adding portable toilet services?

A: Portables are highly profitable but require significant investment in reliable, clean equipment and managing logistical challenges, which Mason admits is “the most frustrating part” but also rewarding.

Q: How does Mason differentiate his business from cheaper competitors?

A: He focuses on professionalism—uniforms, respectful communication, transparency—and offers clients tailored options to build trust and long-term relationships.

Building a thriving septic business doesn’t happen overnight. It’s about cultivating relationships, investing in your team, and delivering top-tier service. Follow Mason’s example, stay consistent, and don’t be afraid to ask for help—your growth potential is waiting.